Customer Operations Executive, MyTutor

📋 Description

• • Embark on a rewarding career at MyTutor, the UK's premier online one-to-one tutoring platform, now a proud part of the IXL Learning family. We are driven by a profound mission to enhance educational opportunities for all, and we are actively seeking dedicated Customer Operations Executives to ensure the delivery of consistently exceptional support as we continue our ambitious growth trajectory.
• • This pivotal frontline role places you at the very core of our Customer Operations team. You will be instrumental in providing comprehensive support to parents, pupils, tutors, and schools through various live communication channels, including phone, email, and chat. Beyond direct customer interaction, you will actively contribute to the essential operational tasks that underpin the seamless functioning of the MyTutor platform.
• • Your responsibilities will extend to taking full ownership of customer inquiries and issues, proactively identifying areas for improvement in our operational workflows, and cultivating a deep and evolving expertise within the Customer Operations domain.
• • The role is based in our vibrant London office, conveniently located on Old Street. To foster a healthy work-life balance, you will have the flexibility to work from home one day per week. Your work schedule will encompass weekdays, with a rotating pattern that includes weekend shifts, typically one weekend day per month, ensuring continuous support for our user base.
• • We are particularly interested in candidates who have a preference for working Saturdays as a permanent part of their five-day work week, demonstrating a commitment to our operational needs.
• • Key responsibilities include: Owning customer interactions from initial contact through to complete resolution across live channels (phone, live chat, and email). This involves delivering responses that are not only clear, accurate, and empathetic but also ensure that the customer's needs are fully met and a satisfactory outcome is achieved.
• • You will be adept at handling a diverse spectrum of queries from all customer segments, skillfully adapting your communication style to cater to varying needs, complex situations, and different levels of understanding, ensuring every customer feels heard and supported.
• • Taking personal responsibility for your performance metrics, consistently meeting and exceeding targets related to service levels, customer satisfaction, and overall productivity, thereby contributing to the team's success.
• • Meticulously completing essential operational and compliance-related tasks with a high degree of accuracy, which is crucial for the smooth and secure operation of our online marketplace.
• • Consistently applying established processes and procedures, while simultaneously demonstrating initiative by flagging any unclear guidance, identifying inefficiencies, or recognizing potential risks as soon as they arise, contributing to continuous improvement.
• • Collaborating closely with your team lead and fellow team members to effectively manage workload distribution across all communication channels, ensuring the maintenance of high service quality, especially during peak periods of activity.
• • Actively contributing to the enhancement of our processes, documentation, and overall ways of working, drawing upon your daily observations and insights to drive positive change.
• • Developing specialized expertise in specific facets of Customer Operations over time, aligning with your individual strengths, interests, and the evolving needs of the business.
• • This role is integral to our mission of making education more accessible and effective, and your contribution will directly impact the experience of thousands of learners and educators.