Student Experience Associate

AustraliaRemoteFull-timemid

OtherAssociate

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Student Experience Associate based in Australia.

Technical Tools

OtherAssociate

As a Student Experience Associate, you’ll play a central role in supporting Mandarin-speaking students and families throughout their academic journey. You’ll build trusted relationships with students and parents, acting as a consistent point of contact and providing timely, personalised support. The role combines student service, problem-solving, communication, and administration within a fully remote international environment. You’ll help students overcome challenges while identifying ways to improve their overall experience and outcomes. You’ll also contribute to onboarding, orientation, and support processes tailored to families in the Chinese market. Working cross-functionally with academic, product, sales, and admissions teams, you’ll help create scalable solutions that make student support more effective.

Provide high-quality, responsive support to Mandarin-speaking students and parents, helping create positive academic outcomes and a strong overall experience.
Build and maintain trusted relationships with students and families, serving as their primary point of contact throughout the year.
Provide personalised solutions based on each student’s goals, academic performance, circumstances, and potential barriers to success.
Communicate effectively through channels including WhatsApp, email, and Zoom calls, ensuring queries are handled promptly and professionally.
Conduct regular check-ins with students and parents to understand their needs, identify concerns, and provide proactive support.
Manage administrative processes including subject changes, withdrawals, re-enrolments, and updates across relevant administrative and educational systems.
Run, improve, and localise onboarding and orientation processes for the Chinese market, incorporating feedback from families and the admissions team.
Organise orientation sessions, onboarding activities, and check-in calls for new and existing students and their families.
Collaborate with academic, product, sales, admissions, and other internal teams to resolve student issues and develop strategic solutions.
Contribute to projects focused on improving the efficiency, scalability, and quality of student support processes and systems.

Requirements

~1 min read

Fluent written and spoken Mandarin and English, with the ability to communicate confidently and professionally with students, parents, and internal stakeholders.
A genuine enthusiasm for supporting students and families throughout their academic journey.
Strong relationship-building skills, with the ability to establish rapport and trust across diverse stakeholder groups.
Excellent problem-solving skills and the ability to approach challenges strategically and with a solution-focused mindset.
Strong independence and organisational skills, including the ability to prioritise effectively and manage competing responsibilities.
High adaptability and confidence working with technology, digital platforms, administrative systems, and online educational tools.
Strong communication and collaboration skills, with an openness to feedback and the ability to work effectively across teams and time zones.
High levels of empathy, resilience, flexibility, and emotional awareness when supporting students and families.
Excellent attention to detail, time management, and stress management skills.
Willingness and ability to work a full-time schedule of 40 hours per week, Tuesday through Saturday, from 1:00 PM to 10:00 PM GMT+8 / China Standard Time, with availability for one weekly meeting outside these hours to accommodate international team schedules.