Crimson Rise Team Lead

The Role

You will report to the Crimson Rise Head of Service and work closely with the Crimson Rise Head of Operations to ensure an outstanding Crimson Rise client experience, successful delivery of Crimson services, and the achievement of student goals.

Your primary responsibility will be to role-model for and directly manage Rise Strategists, who work with young students (grades 1-8, ages 6-14) and their parents to develop and execute immediate academic, extracurricular, and personal developmental goals aligned with desired academic or professional pathways. You will personally deliver service to a base of your own students, often VIP clients, and will continue leading the Strategy team to optimize our program’s services. You will also lead hiring, onboarding, and ongoing training for the Rise Strategy team.

What Your Work Entails

• Monitoring team performance and ensuring predictably excellent service quality:
• Recruiting, interviewing, onboarding, and training new staff members
• Monitoring student outcomes and performance for all students in your team
• Providing support and feedback to help direct reports complete their outlined responsibilities to meet and exceed established KPIs
• Running 1:1s and performance reviews
• Ensuring professional growth & high-quality student service from your team:
• Providing ongoing coaching both for strategy work specifically and career growth at Crimson
• Maintaining and sharing expert, application-specific knowledge and cultural understanding
• Continuing to deliver outstanding service for your own students (at a reduced capacity)
• Escalation management:
• Acting as your student pool’s first point of contact for client complaints, questions, and issues and while direct reports are on leave
• Working with the Head of Operations on student allocations, reallocations, and client escalations
• Proactively collaborating with other service teams to resolve any complaints or roadblocks that are relevant to your direct reports
• Leading department initiatives:
• Ideating and leading product improvement initiatives—including student community initiatives, resource creation, and/or any projects that impact Strategy—coaching service team members on effective execution and signing off on finished products, in alignment with the Head of Service
• Approving and overseeing project-based work completed by your direct reports

What success looks like

• Service quality is VIP-level across your student pool: personalized, cohesive, and consistent across both Strategy and Tutoring/Mentoring
• Escalations are handled in a timely, sensitive manner; cancellation and refund rates remain low
• All KPIs are met for both personal case load and your team at large
• Strategists in your team are up to date on recent admissions trends, product changes, and rollouts and are confident relaying this information to their current student and parent base
• Strategists in your team have an active development plan and are consistently progressing towards development goals, with regular performance feedback; retention is high
• Referrals and renewals grow organically, reflecting sustained service confidence

What skills and experience you’ll need

• Bachelor’s degree from a top U.S. or U.K. university
• Excellent conflict management and cross-cultural communication skills
• Superior written and oral communication skills
• Superior planning and organizational skills
• Resilience when working independently under pressure
• Team-oriented attitude
• Passion for changing students’ and team members’ lives, along with a willingness to learn and go the extra mile!