Tutor Matching Support Specialist

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. You'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.

This is a full-time position based in our London office on Old Street. The work schedule for the role is Monday-Friday: 9am - 6pm in the office, plus one late shift: 10am - 7pm per month.

WHAT YOU'LL BE DOING

• 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

WHAT WE'RE LOOKING FOR

• Bachelor's degree
• Experience in customer service, customer success, admissions, enrollment, hospitality, retail, sales, or other customer-facing roles
• Excellent communication skills, particularly when speaking with customers over the phone
• Comfortable juggling communication across multiple channels, including email and chat
• Proven ability to build immediate trust and consultatively guide customers toward the right decisions via phone, email, and live chat
• Strong organizational skills, with high comfort managing calendars and scheduling platform bookings accurately
• Ability to balance customer satisfaction with business goals, owning the customer's outcome
• Ability to work both weekday and occasional late shifts until early evening
• Experience handling customer support inquiries, including billing, refunds, or account management, is a plus
• Passion for education, helping families succeed, and delivering an exceptional customer experience

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.

ABOUT IXL LEARNING

IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity.

At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.