Full-Time

Lead Tutor Support Specialist

Posted on 9/23/2024

Varsity Tutors

Varsity Tutors

5,001-10,000 employees

Online platform for personalized tutoring services

Education

Junior, Mid

Remote in USA

100% remote position.

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
Requirements
  • 2+ years of experience with customer service, tutoring, and/or managerial experience
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Ability to work independently and prioritize work
  • Ability to work evenings and weekends
Responsibilities
  • Assess and understand the needs of clients and tutors
  • Demonstrate a high level of administrative skill, (i.e. making tracking documents; generating timely reports to facilitate workflow; identifying and triaging potential roadblocks to success, etc.)
  • Resolve tutor concerns to create an optimal tutoring experience
  • Communicate across teams to ensure successful implementation and client success
  • Identify areas needing additional support and direct team resources appropriately
  • Address escalations in a timely, professional, and thorough manner and appropriately escalate to managers when necessary
  • Provide support and answer questions for Operations Support Specialists when manager is not available
  • Work as 'Manager on Duty' on weekends as assigned by manager
  • Demonstrates accountability for work and results
  • Very comfortable with ambiguity, able to pivot to meet the needs of the business
  • Monitor team pace to SLA goals
  • Evaluate and coach team members to ensure they meet quality expectations
  • Help the manager run team meetings
  • Apply acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of widely varied scope and complexity
  • Continues to acquire higher-level knowledge and skills
  • Exercise judgment within defined guidelines and best practices to resolve issues and/or make working decisions within the area of specialization
  • Impact the quality of own work and the work of others on the team
  • Assist with training of new OSS as directed by management
  • Collaborate with others to support testing, projects, and data collection

Varsity Tutors provides personalized online education solutions for students of all ages, from elementary school to adults pursuing professional certifications. The platform operates on a membership model, allowing clients to access various learning resources such as one-on-one tutoring, live group classes, and on-demand lessons. With a network of over 40,000 vetted tutors, Varsity Tutors ensures high-quality instruction tailored to individual needs. The flexibility of the membership allows families to customize their learning experience, whether they need help with school subjects or preparation for standardized tests like the SAT. Additionally, Varsity Tutors offers instruction in over 3,000 subjects, including coding, paleontology, and language learning with native-speaking tutors, making it a comprehensive solution for lifelong learning.

Company Stage

Series C

Total Funding

$104.1M

Headquarters

Clayton, Missouri

Founded

2007

Growth & Insights
Headcount

6 month growth

3%

1 year growth

16%

2 year growth

13%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for personalized learning boosts Varsity Tutors' tailored educational solutions.
  • Growing partnerships with school districts expand Varsity Tutors' reach and influence.
  • AI-driven tools enhance personalized learning, improving student engagement on the platform.

What critics are saying

  • Emerging edtech platforms offer similar services at lower prices, increasing competition.
  • Free online resources like Khan Academy may reduce the perceived value of paid services.
  • Data privacy concerns could lead to regulatory scrutiny, impacting Varsity Tutors' operations.

What makes Varsity Tutors unique

  • Varsity Tutors offers over 3,000 subjects, including unique topics like paleontology.
  • The platform provides 24/7 access to live and on-demand tutoring services.
  • Varsity Tutors for Schools partners with districts to offer free resources until 2030.

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