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About the Role
As a Tutor Matching Support Specialist, you will be part of a new team helping families find and book the right tutor. You will guide parents and students through tutor selection, pricing, scheduling, and onboarding, acting as a trusted advisor and handling account inquiries like cancellations and refunds to ensure a seamless experience.
Responsibilities
- 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
Requirements
- 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
- Commitment to safeguarding the welfare of children, young people and adults
- Subject to an Enhanced DBS Disclosure check with children's barred list check
Skills
- Communication skills
- Customer service
- Customer success
- Admissions
- Enrollment
- Hospitality
- Retail
- Sales
- Consultative guidance
- Organizational skills
- Calendar management
- Scheduling
- Customer support inquiries
- Billing
- Refunds
- Account management
Location
- London
Work Type
- Full-time
- Onsite
Experience Level
- Customer-facing roles experience
Education Level
- Bachelor's degree
About the Company
- MyTutor is the UK's leading online one-to-one tutoring platform and part of the IXL Learning family.
- IXL Learning is the country's largest EdTech company reaching millions of learners through diverse products like IXL.com, Rosetta Stone, Wyzant, and Teachers Pay Teachers (TPT).
- IXL's mission is to create innovative products that make a real, positive difference for learners and educators.
- IXL has a unique culture fostering collaboration, open exchange of ideas, kindness, respect, passion, tenacity, and authenticity.
- IXL values diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience.
Equal Opportunity
- IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.