Customer Operations Executive, MyTutor

TL;DR

Customer Operations Executive (MyTutor): Provide frontline support to parents, pupils, tutors, and schools across phone, email, and chat channels with an accent on resolving issues end-to-end and maintaining high service levels. Focus on handling diverse queries, managing operational tasks, improving processes, and building expertise in customer operations.

London, England. Based at London office on Old Street with option to work from home one day per week; schedule includes weekdays and mix of weekend shifts (typically one weekend day per month).

Company

hirify.global is the country's largest EdTech company reaching millions of learners through products like IXL.com, Rosetta Stone, Wyzant, and Teachers Pay Teachers.

What you will do

• Own customer contacts end-to-end across phone, live chat, and email, providing clear, accurate, empathetic responses and resolutions.
• Handle diverse queries from all customer groups, adapting communication to different needs and situations.
• Meet service level, customer satisfaction, and productivity targets while taking responsibility for performance.
• Complete operational and compliance tasks accurately and contribute to process improvements.
• Work closely with team to manage workload and maintain quality during busy periods.
• Build deeper expertise in specific areas of Customer Operations based on strengths and interests.

Requirements

• Bachelor’s degree
• Strong written and verbal communication skills
• Genuine interest in problem-solving and positive customer outcomes
• Ability to manage priorities, stay organized, and work across multiple channels
• High attention to detail for operational and compliance processes
• Proactive mindset for asking questions, flagging issues, and suggesting improvements
• Willingness to learn systems, processes, and take responsibility for knowledge building
• Comfort owning work, acknowledging mistakes, and using feedback

Nice to have

• Experience in customer-facing or operations role, ideally in fast-paced service or marketplace

Culture & Benefits

• Unique culture fostering collaboration, open exchange of ideas, kindness, and respect.
• Approach work with passion, tenacity, and authenticity.
• Value diversity in age, race, ethnicity, gender, sexual orientation, ability, beliefs, and experience.
• Equal opportunity employer committed to safeguarding welfare of children and young people (Enhanced DBS check required).