- As a Tutor Matching Support Specialist you’ll be part of a new team that helps families navigate the process of finding and booking the right tutor for their needs. You’ll work with parents and students who have already expressed interest in tutoring, guiding them through tutor selection, pricing options, scheduling, and onboarding
- Ou’ll serve as a trusted advisor throughout the customer journey while also supporting account-related inquiries such as cancellations and refunds. Your goal is to create a seamless experience that helps families confidently connect with the right tutor and achieve their educational goals
- The work schedule for the role is Monday-Friday: 9am - 6pm in the office, plus one late shift: 10am - 7pm per month
- Guide prospective customers through the tutor selection and booking process via inbound phone, email, and live chat
- Consult with parents and students to understand their learning goals, scheduling preferences, and budget requirements
- Recommend tutors that best fit each family’s unique profile and learning style
- Support customers to book in their first tutoring session and ensure it goes smoothly, coordinating calendar logistics with customers
- Assist customers with account management, re-matching families with new tutors when needs change, and resolving billing or refund inquiries
- Build strong relationships with customers by delivering exceptional service and maintaining deep knowledge of our platform and tutoring offerings
- Collaborate with team members to improve customer experiences, streamline processes, and achieve team goals
Proven ability to build immediate trust and consultatively guide customers toward the right decisions via phone, email, and live chatStrong organizational skills, with high comfort managing calendars and scheduling platform bookings accuratelyExperience in customer service, customer success, admissions, enrollment, hospitality, retail, sales, or other customer-facing rolesExperience handling customer support inquiries, including billing, refunds, or account management, is a plusBachelor’s degreeAbility to balance customer satisfaction with business goals, owning the customer’s outcomePassion for education, helping families succeed, and delivering an exceptional customer experienceComfortable juggling communication across multiple channels, including email and chatAbility to work both weekday and occasional late shifts until early eveningExcellent communication skills, particularly when speaking with customers over the phone
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Family-Focused Tutor Match Concierge in London employer: IXL Learning
IXL Learning is an exceptional employer that values the contributions of its freelance team members, offering a flexible remote work environment that promotes a healthy work-life balance. With a strong commitment to employee growth, IXL provides opportunities for professional development and collaboration with experienced project managers and curriculum designers, ensuring that your expertise in British English and UK pedagogy is not only recognised but also nurtured. Join us in making a meaningful impact on students' learning experiences across the UK while enjoying the autonomy and support that comes with being part of a global leader in personalised education.
