Customer Operations Team Lead, IXL Learning
MyTutor
More information about location
4+ days a week in office (Old Street, London)
E-Learning providers
Be an early applicant
E-Learning providers
1001+ employees
Be an early applicant
More information about location
4+ days a week in office (Old Street, London)
1001+ employees
Company mission
To make educational experiences better for everyone.
Role
Who you are
- Bachelor’s degree
- 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
What the job involves
- 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. #LI-RD1
- 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
- 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
Salary benchmarks
Our take
IXL Learning has been creating software solutions for education since the late 90s and claims to have more than 13 million students 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 vast internet network of companies under its belt, IXL is still investing in innovation in the 2020s. In 2022, it acquired Curiosity Media which is responsible for Fluencia. This Spanish language learning app uses neuroscience research to perfect the learning of the Spanish language, exemplifying how IXL has grown from a revolutionary online learning platform to a multi-pronged investor in education. That being said, it still releases its own groundbreaking products such as the IXL Math "Takeoff" platform, a personalised whole-class instruction resource for teachers.
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)Previously BA in Computer Science at Harvard University.
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