Tutor Matching Support Specialist

Tutor Matching Support Specialist

London, England

Ready to make a real difference in education? Join MyTutor, the UK's leading online one-to-one tutoring platform and part of the IXL Learning family. We're on a mission to improve education for everyone, and we're looking for enthusiastic Tutor Matching Support Specialists to help us achieve it.

As a Tutor Matching Support Specialist you'll be part of a new team that helps families navigate the process of finding and booking the right tutor for their needs. You'll work with parents and students who have already expressed interest in tutoring, guiding them through tutor selection, pricing options, scheduling, and onboarding. You'll serve as a trusted advisor throughout the customer journey while also supporting account-related inquiries such as cancellations and refunds. Your goal is to create a seamless experience that helps families confidently connect with the right tutor and achieve their educational goals.

This is a full-time position based in our London office on Old Street. The work schedule for the role is Monday-Friday: 9am - 6pm in the office, plus one late shift: 10am - 7pm per month.

WHAT YOU'LL BE DOING

• Guide prospective customers through the tutor selection and booking process via inbound phone, and email
• 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

WHAT WE'RE LOOKING FOR

• 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

Safeguarding is everyone’s business at MyTutor – we are committed to safeguarding the welfare of children, young people and adults, and we expect all team members to share this commitment. This position is subject to an Enhanced DBS Disclosure check with children's barred list check.