About EDGE Tutor International
Edge Tutor is an innovative platform that offers comprehensive tutor support solutions. It provides rewarding learning experiences by sourcing, screening, training, and retaining highly qualified tutors. The platform was founded in 2022 by Harvard alumnus Henry Motte-Muñoz and initially operated under Edukasyon.ph, the leading EdTech platform in the Philippines with over 10 million visitors.
In 2023, Edge Tutor spun out of Edukasyon.ph to focus entirely on its mission of offering an exceptional online tutoring service. The team at Edge Tutor comprises industry experts with decades of experience working with some of the world's most prominent online tutoring companies, such as Education First, VIPKID, 51Talk, and AllRight. Moreover, the team members hold qualifications and training from distinguished institutions such as Cambridge University and Trinity College London.
ABOUT THE ROLE
We are looking for Lesson Support that will assign tutors to lessons, monitor schedules, complete tutor profiles, real-time lesson monitoring, and resolve tutor issues. The successful candidate must have attention to detail, long-term thinking, be open to feedback, be highly communicative, reliable, punctual, and have reasonable familiarity with Google Sheets and Excel. The role requires working in a shifting schedule, either in the morning or graveyard shift. Your contribution to the team is to demonstrate that Edge Tutors are managed effectively by the in-country operations team to ensure their reliability and quality.
DUTIES & RESPONSIBILITIES
- You assign tutors to a lesson in the ClassIn system. You monitor the scheduling system to determine what classrooms to create.
- You will assist in the completion of tutor profiles in YoCoach and activate their profiles once it meets internal standards.
- You are responsible for the day-to-day monitoring of lessons in real time. You will substitute lessons for teachers who fail to check-in on the deadline You will seek replacements within tutor groups or tutor backup school to prevent at all cost the four harms of tutor operations: missed lessons, absences, late and leave entry
- You will communicate to tutors via Classin Group Chat, Facebook Messenger or Phone to alert them of impending classes to prevent absences or late entry.
- You will complete an End-of-Day report on incidents.
- You find resolutions to tutors' issues and questions (e.g., technical issues, platform, and processes, swift workarounds for ad-hoc challenges) - all via chat, calls & e-mails directly
- You will over-communicate with tutors to remind them of processes, protocols, and rules to help us achieve our service agreement goals
- You will produce documents like schedules to update clients about their tutor’s schedule.
- You will record classes as they are booked in a lesson credit tracker.
- You will continuously audit the sources of truth to maintain accuracy.
- You will devise monitoring tools for reliability and attendance.
- You will record instances that may cause penalties on the tutor’s side.
- You will conduct technical checks with tutors to guarantee they are technically ready to teach.
- You will collect data on tutor teaching environments to paint a picture of the technical readiness of the Edge Tutor population.
- You will produce reports that count ended lessons, booked lessons, instances of four harms, and other information related to tutors.
- You will produce reports on tutor inquiries and how quickly we responded to each of them.
- You provide a responsive, personalized, and effective service to tutors to showcase our world-class tutor support.
WORK SETUP
Schedule: 9 AM - 6 PM / 10 AM - 7 PM / 11 AM - 8 PM
Location: Hybrid (Remote work + 2x a month meet up in the office)
Number of hours required per week: 9 hours per day (with 1 unpaid lunch break)
SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE:
- Bachelor’s Degree holder
- Has 3- 5 years of experience in Operations Management
- Has experience producing and creating accurate reports and implementing/monitoring performance metrics
- Has experience in workforce/ attendance management
- Has knowledge and experience in ticketing systems to resolve concerns
- Can flag support team members to prevent or minimize critical operational errors
- A self-starter that can lead and manage his/her own tasks and manage the team
Interested to join our dynamic team? Apply now!