Want to revolutionize the future of education and do meaningful work that transforms future generations’ lives?
Crimson Education is a Series C, global EdTech startup founded in 2013 with the idea that through personalized education and technology, we can transform students into the world leaders of tomorrow. We’re now in 28 markets and have an ambitious team of 700 that’s rapidly expanding across the globe. Our tech platform connects 3000 tutors/mentors to students aiming to achieve admission and scholarships to top universities or their dream career pathway.
What this role is responsible for:
As Team Lead for the Student Success Team, you will be the primary support and first tier of management for the Student Success Managers within your market(s), reporting to a Regional Manager. You will support and assist team members to ensure focus on providing an outstanding client experience, successful delivery of Crimson services and achievement of student goals. To ensure a smooth transition from Sales to Service and cater to local needs you will work closely with your local Country Manager.
What success looks like:
1. Monitoring team performance and ensuring predictably excellent service quality according to standardised quality expectations:
Ensuring delivery on KPIs and additional local targets for your team
Performing and documenting regular quality checks
Monitoring student outcomes and performance for all students in your market(s), responding to early indications of any issues with mitigation plans in collaboration with other service delivery team members and where appropriate sales team members
2. Team growth & development:
Providing ongoing coaching and performance feedback to your direct reports Responsible for holding weekly 1:1s with all direct reports and providing bi-annual performance reviews
3. Building strong team culture:
Building a strong team with regular, structured and collaborative meetings, workshops and Q&A sessions to ensure team members are up to date and working efficiently
Deliver strategic communications around change management and effectively align team goals with company goals
Supporting other Service teams on product and process rollout locally and globally if required
Managing the team capacity
Overseeing onboarding of new and ongoing training and upskilling of existing staff members (including rollouts of new processes, systems, and procedures)
4. Escalation management:
Acting as your team’s first point of contact for complaints, questions and issues
Proactively collaborating with other service teams and the sales team to resolve any complaints or roadblocks to successful delivery
Serving in the standard Student Success Manager role for students as required (typically VIP and escalated cases)
Running regular postmortems for any cancellation or escalation situations, publishing results and ensuring that learnings are shared globally
Provide support to CSOs as required
5. Strategic impact:
Building and maintaining strong cross-functional relationships with other Crimson team members and management
Working collaboratively across regions to improve global service delivery
Leading and executing strategic improvement projects with local or global impact
What success looks like:
Hitting all KPIs both personal and consolidated team results
Ensuring consistently high service quality as per agreed measures
New Student Success Managers in your team are on full student load within 3 months & hitting performance targets
New Student Success Manager in your team are taking on students within week 1
High retention of customers and staff (incl. employee engagement ratings of 8+)
80% of all escalation cases are resolved without involvement of higher management
Student Success Managers in your team are up to date on recent changes and rollouts and any concerns are dealt with prior to official rollout
Postmortems are scheduled within 48 hours, documented and shared monthly with the global team
All Student Success Managers in your team have an active development plan and receive check-ins every 2 months
Performance feedback is written, submitted and discussed on time with minimal back and forth
Promotion cases are submitted with the necessary business rationale and all required data (e.g. % raise, new salary etc)
Feedback from cross-functional counterparts in relation to collaboration is positive
What skills and experience are required?
3 years Management experience
Customer Service experience
Why work for Crimson?
Rapidly growing start up, with a flexible working environment where you will be empowered to structure how you work
Limitless development and exposure - our internal promotions/role changes made up 33% of all recruitment last year
$1000 individual training budget per year, we love to ‘Level Up’ (it’s one of our core values)!
Psychologist on staff
Insightful fireside chats and workshops to help support our high performing and ambitious team
Radical Candor is a feedback approach we live by
We’re a global player with 28 markets (and growing) across the globe. Most roles have the option to work from one of our many offices or remotely!
If you're passionate about growing in a fast-paced, collaborative environment, and want to work with cutting-edge technology then we'd love to hear from you!
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