Customer Operations Team Lead, MyTutor

Ready to make a real difference in education? Join MyTutor, the UK’s leading online one-to-one tutoring platform and part of the IXL Learning family. We’re on a mission to improve education for everyone, and we’re looking for a Customer Operations Team Lead to help us scale smartly.

This role combines people leadership and analytical problem-solving. You’ll lead a team of 5-7 Senior Customer Operations Executives within our Customer Operations function - developing their performance and ensuring exceptional service across inbound channels (chat, phone, email) and back-office processes. At the same time, you’ll use data and process thinking to spot bottlenecks, drive improvements, and make our operation more efficient and resilient as we grow. This is a full-time position in our London office on Old Street. The work schedule for this role is Monday-Friday in the office with the option to work from home one day per week.

WHAT YOU'LL BE DOING

• Lead and develop a high-performing team of 5-7 Senior Customer Operations Executives: coaching, setting clear expectations, rewarding top performance, and holding people accountable when standards slip.
• Own your team’s delivery across inbound service levels and back-office processes, solving acute coverage issues and ensuring productivity stays high.
• Analyse performance trends using Intercom, SQL, and GSheets: self-serve data, build reporting, and get ahead of emerging problems before they impact our customers.
• Run quality assurance for your team - measuring knowledge, accuracy, and customer experience - and take action to raise the bar.
• Identify and deliver improvements to processes, tools, and workflows that increase efficiency or customer satisfaction, working with stakeholders across Operations, Product, and beyond.
• Be a subject matter expert on our customers, our product and our processes, the go-to person for escalations and complex queries.

WHAT WE'RE LOOKING FOR

• Proven experience leading a customer operations or service team (ideally 5+ people) with direct accountability for both people management and process outcomes.
• Demonstrated track record of consistently meeting or exceeding key operational goals, including Service Level Agreements (SLAs), Customer Satisfaction (CSAT) and team productivity targets.
• Experience using data to lead: confident in GSheets and (ideally) able to self-serve SQL for analysis; proficiency in building reporting and diagnosing performance issues.
• A proactive mindset that thrives on problem-solving and process optimisation with an ability to identify and address root causes to improve customer outcomes.
• Ability to communicate with clarity, whether coaching an exec, presenting to stakeholders, or managing a customer escalation.
• Proactive, resilient, and able to prioritise and manage competing demands between urgent, short-term operational issues and strategic, longer-term initiatives.
• Deep understanding of what constitutes an exceptional customer experience and how to successfully deliver that experience efficiently and at scale.

Safeguarding is everyone’s business at MyTutor – we are committed to safeguarding the welfare of children, young people and adults, and we expect all team members to share this commitment. This position is subject to an Enhanced DBS Disclosure check with children’s barred list check.