Tutor Matching Specialist, IXL Learning
Office located in Old Street. London
E-Learning providers
Open for applications
E-Learning providers
1001+ employees
Open for applications
Office located in Old Street. London
1001+ employees
Company mission
To make educational experiences better for everyone.
Role
Who you are
- 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
What the job involves
- 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
Application process
- This position is subject to an Enhanced DBS Disclosure check with children's barred list check
Salary benchmarks
Our take
IXL Learning has been creating software solutions for education since the late 90s and now has more than 17M students worldwide using its service. The personalized learning platform has grown and developed since the late 90s internet boom and become more responsive and tailored to each of its students' needs.
This evolution has been achieved through breakthroughs in analytics software as well as numerous lucrative acquisitions by IXL. These buyouts have included Rosetta Stone, one of the global leading language learning platforms, Education.com and Vocabulary.com. IXL also facilitates Wyzant, the largest tutoring network in the US, and ABCya, which has published more than 300 educational computer games.
With a growing portfolio and a clear vision for global expansion, IXL shows no signs of slowing down. It's 2022 acquisition of Curiosity Media, the company behind Fluencia, and its more recent purchase of UK-based MyTutor highlight this commitment to broadening its reach and impact in online learning. And as it continues to build on these moves, the company is set to further strengthen its presence worldwide and shape the future of digital education.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Company HQ
East San Mateo, San Mateo, CA
Leadership
Paul Mishkin
(CEO)Paul has been serving as the CEO of IXL LEarning since 1998.
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