CRM Operations & Support Specialist

Crimson Education is the world’s leading college admissions consulting firm, with over 1,490 Ivy League offers and 2,410 to the US Top 15. We help ambitious students gain admission to the world’s top universities through expert-led guidance and proven, data-driven strategies. Crimson students are 7x more likely to get into the Ivy League than their peers. We were recently featured on the front page of the Wall Street Journal.

Crimson is the only college admissions consultancy that brings together:

• Former Ivy League and Top 20 admissions officers to rigorously review and refine applications

• Professors and PhD teaching fellows from leading universities to guide students through original, independent research — with pathways to selective peer-reviewed publication or conference presentation

• Past ISEF winners and judges who coach students to compete for state, national, and international science fair awards

• Capstone project mentors who help students design and scale leadership initiatives with real-world impact, measurable outcomes, and credible external validation

We’re backed by leading VC firms, including Tiger Global, Heal Partners, IceHouse Ventures, and Movac, and recently closed a USD $40M Series D funding round at a USD $640M valuation. We now operate across 21 markets worldwide, including the US, Canada, UK, Singapore, Japan, Hong Kong, Australia, and New Zealand.

The Role

Crimson is replacing Salesforce with Salesflow, an AI-native CRM we build in-house. It runs the whole sales journey: lead intake, scheduling, call transcription and coaching, AI-drafted appraisals, contracts and e-signature, and invoicing. It is live for our US sales team today and rolls out to every other market over the coming months.

The build team is four people plus AI. We build fast and we talk with our users constantly. What we lack is a dedicated go-between: the person who serves as the users' first responder and makes sure nothing gets forgotten.

That is you. You talk to salespeople to understand what blocks them. You talk to Claude and your teammates to find out why, and fix the basics yourself. You hand the rest to the developers in words they can act on, and you make sure it comes back. You are the reason a salesperson in Los Angeles gets an answer in ten minutes even if the developer is across the world and asleep. You do not sit between the builders and the users as a filter; the builders keep talking to users directly. You are the person who makes sure every thread gets an answer and every answer gets shared across the team.

This is not a support desk role and it is not a QA role, though it contains both. It is the seat from which the whole feedback loop is owned.

Location: Remote from Mexico, Brazil, or Central/South America. You must be available 9:00-18:00 US Eastern.
Reporting to: Head of Data
Employment: Full time

What are the main responsibilities for this role?

• Own the feedback loop. Our US beta Slack channel gets forty posts a day: bugs, how-do-I questions, data problems, ideas. You triage every one: answer directly when you know the solution and pass on what you can't solve yourself. You keep the Salesflow feedback tracker current and make sure the backend team does not forget backend issues and the frontend team does not forget UI/UX issues.

• Own the in-app help: short videos, screenshots, and written walkthroughs, which today are generated automatically, high quality but unmonitored. You are the human who monitors changes, corrects, and adds what is missing.

• Be the users' advocate. You sit in on training sessions and working sessions and watch how people actually use the system. When a button says "Book the IC" on a deal whose IC is already booked, you notice, you understand why the user is confused, and you get it changed.

• Fix what you can, hand off what you can't. With AI as your pair, you fix copy, small UI issues, FAQ entries and data corrections directly. For anything deeper you write a precise brief: what happened, for whom, how to reproduce it, what you already ruled out.

• Test before it ships. Before a release you click through the affected flows as a salesperson would. You keep a living checklist of the paths that matter. You are the last person who touches a feature before a user does.

• Keep people unblocked. Login problems, access requests, a lead in the wrong stage, a deal that will not close. You resolve them, you write the how-to so it does not come back, and when the same question arrives three times you propose the change that makes it stop.

• Grow with the rollout. As Salesflow expands to new markets and absorbs our marketing systems, the volume and variety of feedback grows with it. You build the process that scales, and you are the first person our new markets meet when they get stuck.

Your first 60 days: by day 30 you own first response in our US beta channel during US hours and the feedback tracker is current. By day 60 you have shipped your first fixes, you run the weekly aging report, and login and access issues come to you and stop there.

What skills and experience are required?

• You are AI-augmented, not AI-dependent. You use Claude, ChatGPT or similar every day to do real work. You ask it critical questions, read its answers skeptically, catch it when it is wrong, and know when a task needs a human developer. If you are uncomfortable working with AI tools, this is not the role for you.

• You walk between worlds. You sit with salespeople while they work, on screen-share and in training sessions, and watch what they actually click. You intuit their frustrations and understand what needs to be fixed on a system level to solve it. You can either triage yourself or prepare a brief for the engineers, explaining the issue in engineering terms. You do not need to answer every technical question yourself, but you need to know which question to ask and how to interpret the answer.

• You have delivered things. Experience level matters less than evidence that you finish what you start. That could be a job in operations, support, product, or QA, or something you built yourself. Tell us about it.

• You write clearly. Most of this job is written: Slack replies to users, briefs to developers, FAQ entries, AI prompts. Your English is fluent, precise, and clear. Spanish or Portuguese is a bonus for our upcoming markets.

• You have drive. Nobody will hand you a ticket queue. You will see the mess, decide what matters, and go.

Strong plus if you have:

• Experience in system design or algorithms

• Experience with a CRM (Salesforce, HubSpot) as an admin or power user

• Experience supporting a software product in production

Why this role

You will have a direct hand in a piece of software that replaces a global company's CRM and defines how it sells for the next decade. You will work daily with the four people who built it. There is no ceiling on what you can pick up: people who thrive in this seat grow into product, engineering or operations leadership as the team scales.

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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