Lesson Support Specialist  

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 and 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 Set up

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