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Lead Tutor Support

3 months ago

Salt Lake City, United States Varsity Tutors Full time

Market Operations: Lead

Leads within Market Operations of Nerdy oversee a variety of types of work including monitoring performance, and providing technical and tutor support for sessions, payroll, and profiles. The ideal candidate is excited to help monitor key operations of our business while also helping identify how our tools and systems can improve the tutor and learner experience.

Qualifications:

Bachelor’s degree required or equivalent years of experience working in a customer service, or support role. Experience working with Independent Contractors and 3rd party staffing companies is a plus. Experience tracking system and personnel performanceExperience doing independent project or audit work where process may be undefined Very comfortable with ambiguity, able to pivot to meet the needs of the businessPrior customer service, tutoring, and/or support experienceExcellent verbal and written communication skillsStrong analytical and problem solving skillsAbility to work independently and prioritize workStrong customer service skillsAbility to work evenings and weekendsRequires minimal supervisionMeeting and/or exceeding expectations in all performance metrics

Responsibilities:

Monitor and ensure the effectiveness of automated systems and teams as they complete daily functions in your assigned areaReact to changes in key metrics (such as SLAs and work rates and work volume) using existing levers to ensure work is completed (additional shifts, system setting changes, SOP changes)  Identify optimizations and improvements to systems for key workstreams (automation, quality, tutor experience)Assess and understand the needs of our clients and tutorsCommunicate across teams to ensure all key operations are aware of changes or running smoothly (Identify areas needing additional support and direct team resources appropriately)Address escalations in a timely, professional and thorough manner and appropriately escalate to managers when necessary.Provide support and answer questions for the Global Team Provide and support training and coaching for the Global TeamResolves issues and/or makes working decisions within area of specializationFacilitate coaching sessions with team and help run team meetingsFacilitate communication between clients, Varsity Tutors, and instructorsExercises judgment within defined guidelines and best practices to determine appropriate actionImpacts quality of own work and the work of others on the teamAssists and supports TOS team with testing as directed by management

Varsity Tutors Leadership Principles:

Relentless Focus on Customers | Comfort with Ambiguity | Ownership | Simplify | Intellectual Curiosity | Build Teams | Think Big | Insist on High Standards | Bias for Action | Build Trust | Go Deep | Have Conviction | Deliver Results | Are Right, a Lot