Family Success Manager Toronto

Job description

Location: Toronto/Vancouver Who We Are: InGenius Prep was founded in 2013 by law students at Harvard and Yale. In that time, the company has grown to a team of more than 190 full-time employees, 600 part-time employees, as well as offices in the U.S., Canada, China, amongst other countries. What We Do: Our primary focus is assisting students in applying to U.S. Colleges and Graduate schools. Our company is fast-paced and exciting. We operate as a team, and everyone is given opportunities to advance in the organization. How You’ll Help: 我们正在寻找一位细致、可靠、善于沟通的家庭支持顾问， 成为学生与家长在整个留学规划旅程中的陪伴者和桥梁 。您将代表公司与家长保持高质量、持续的沟通，同时与内部导师团队紧密协作，确保服务顺利进行。 We’re looking for a thoughtful, dependable, and communicative Family Success Manager to act as a trusted bridge between families and our internal advising team. You’ll be the key point of contact for parents throughout their child’s study abroad journey—providing timely updates, thoughtful recommendations, and genuine care as their child progresses toward their goals. What You’ll Do: 1. 家长最安心的沟通窗口 The Trusted Contact for Families 主动与家长建立长期、积极的沟通关系，及时反馈学生在学业、申请等方面的进展 了解每个家庭的关注点、沟通习惯和期望，给予适当建议和情绪支持 遇到问题时，第一时间回应与协调，让家长感到被理解和支持 基于学生学习路径的变化或新目标，协助匹配相关的支持产品，如课程、导师服务或外部资源 收集反馈并协助服务流程优化，提升客户口碑与转介绍率 Build long-term, positive relationships with families and keep them informed on academic planning and application progress Understand each family’s concerns, preferences, and expectations, offering encouragement and insight Respond promptly and helpfully when challenges arise, ensuring families always feel heard and supported Proactively suggest internal offerings—such as courses, mentorship, or partner programs—based on the student’s progress and future goals Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates 2. 项目进度与服务质量保障 Project Progress & Service Quality Oversight 与升学导师、前招生官顾问、项目管理老师协同，确保服务满足家庭需求 当导师团队为学生制定升学辅导路径，选校计划、申请规划时，将家庭需求和考量及时反馈和体现在规划中 跟踪服务完成率、家长沟通记录、学生状态等关键数据，提前识别服务风险并介入协调 Collaborate closely with Graduate Coach, Former Admissions Officer, and course managers to ensure services are delivered to fulfill family needs. Contribute and integrate the family’s needs and perspectives when the counselor team develops roadmaps, application plans, and school lists, etc., for the student Track key performance indicators such as service completion rates, parent feedback records, and student engagement to identify risks early and intervene when necessary 3. 跨部门沟通与协作 Cross-Department Collaboration 向教研、课程、运营等团队反馈家庭需求 协调内部导师与外部家长的信息流通，确保表达一致、节奏统一 Share frontline insights about family’s needs with curriculum, operations, and product teams Coordinate all communication between internal advisors and external parents, ensuring messaging is aligned and delivery meets family needs You'll be a good fit if you: 本科及以上学历，教育、心理、管理、传播等相关专业优先 2 年以上教育服务、客户成功、项目管理或高端客户服务相关经验 具备优秀的沟通表达能力，情绪稳定，能应对高期望客户群体 具有项目意识，逻辑清晰，能在多任务中理顺优先级并持续推动进展 英语流利，能够与海外导师或家长直接沟通 有国际教育背景或熟悉美本 / 英联邦留学体系者优先 Bachelor’s degree or above; background in education, psychology, communication, or business management preferred At least 2 years of experience in education services, customer success, account management, or high-touch client support Excellent verbal and written communication skills; calm under pressure; able to handle high-expectation clients with professionalism Strong project management mindset and ability to multitask, prioritize, and drive execution across complex service plans Proficiency in English and/or ability to communicate directly with overseas advisors and parents Familiarity with U.S./U.K. admissions systems or previous experience in international education is a plus 加分项｜Preferred but Not Required 熟悉 Google 协作工具（Gmail、Docs、Chat、Gemini 等） 能够常态使用 AI 工具提高效率 有一线留学咨询、升学规划、文书指导经验 拥有乐观开放的心态，在面对变化和挑战时能够保持积极、务实的解决问题态度；善于团队协作，具备耐心与共情力，能够在复杂情境中建立信任、维持高质量的沟通关系 Experience with Google products (Gmail, Docs, Chat, Gemini, etc.) or other collaboration tools Regularly use AI tools to enhance productivity Previous experience in college counseling, academic advising, or application support Brings an optimistic and open mindset, with a proactive and solution-oriented approach to challenges; a collaborative team player who demonstrates patience and empathy, and builds trust even in complex or high-pressure situations What We Offer: 与全球多样的客户、导师合作的机会 参与打造顶尖留学案例，见证学生成长与突破 专业 + 温暖并重的跨职能协作团队氛围 以客户成果为导向、真正有价值感的工作模式 推荐客户等相关的额外奖励 Collaborate with diverse clients and counselors around the world Be part of a team that helps students reach transformative admissions outcomes A professional, collaborative, and mission-aligned work environment A meaningful role where your efforts directly improve lives and futures Benefits: InGenius Prep offers employees a competitive salary along with paid time off, parental leave, remote work flexibility, professional development and a fun, collaborative work environment. What We Believe: InGenius Prep is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.