Customer Support

• Provide Comprehensive Tutor Support:
• Handle inbound inquiries via phone, chat, email, and video within our learning platform.
• Assist tutors with account setup, specific student opportunities/assignments, tutoring product inquiries, scheduling conflicts, and payment/payroll questions.
• Complete various tutor support tasks, including account updates, reviews, document reviews, and subject assessments.
• Resolve Technical Issues:
• Provide real-time technical assistance to both instructors and students via chat and video.
• Follow up on technical issues submitted via email, phone, chat, or video.
• Escalate unresolved technical issues to the engineering team as per established processes.
• Support and Audit Tutoring Sessions:
• Monitor live online classes to ensure quality and adherence to guidelines.
• Assist instructors with starting and ending class sessions.
• Provide Insights for School System Partners:
• Address and resolve complaints, offering appropriate solutions and alternatives.
• Evaluate quality inputs such as compliance with client-defined requirements, tutor preparedness, and platform ease of use.
• Intervene to address defects, including replacing tutors when necessary and escalating issues that impede student learning.

Operations Support Specialist

Customer Support Specialist

Sales Support Representative

Senior Customer Experience Manager

Client Support Specialist