Customer Success Expert

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Tutorful is a five-year-old and thriving tech start-up based in the heart of Sheffield. We make tutoring affordable and accessible to all. We have over 10,000 tutors across the UK delivering over 12,000 lessons per week, both in person and online. Our revolutionary approach to tutoring and our fantastic growth have helped us become recognised as one of the top 100 startups in the UK. We have remained in a strong position and continued to grow in 2020, and we have exciting plans for growth and expansion in 2021 and beyond.

At Tutorful you can expect a great working environment and to continually improve your skills

  • You will have 25 days holiday allowance, with an extra day for each year you are with us, up to 28 days. Need a little more? You can take an additional 5 days as unpaid leave
  • You can work remotely as much as you like, whenever there is a pandemic. As things recover, we aim to get everyone back to the office together on a regular basis but still allowing a lot of flexibility
  • You will work between 9am-7pm on a rota basis, with occasional Saturday work
  • Everyone gets an annual training budget and there are opportunities to attend conferences and in-house training sessions. 
  • We have regular company organised socials
  • You get £250 in lesson credit every year to spend on the Tutorful platform


Purpose of the role:

As a Tutor Expert within our Customer Success Team, the purpose of the role is to provide front line customer support to Tutors through a number of different channels, such as calls, emails and live chat, by giving appropriate advice and recommendations. We aim to deliver excellent support and service, to make every interaction with us positive and memorable.

Duties of the role:

  • Respond to Tutor queries through calls, emails and live chat through support desk, in a timely and accurate manner
  • Responsible for billing and payment queries and actions
  • Ownership over the Tutor frequently asked questions pages on the Tutorful website
  • Give insight into Tutor teaching and resource trends
  • Interview via telephone and video conferencing prospective Tutors
  • Administer and update Tutor accounts
  • Review Tutor applications
  • Work with Growth to produce insightful and useful content for tutors
  • Provide updates to the HoCS on trends and queries coming into the business to help improve customer experience
  • Write and own Customer process in agreement with the HoCS to help deliver consistency and customer delight
  • Work in partnership on projects with other teams in the business to provide insight from the Tutor expert perspective to champion customers 
  • Highlight any technical issues or faults to the HoCS to help ensure the product is running to the high standards expected
  • Be open to work on new projects and business initiatives in line with business needs
  • Promote and educate Tutors on new features and releases eg. online learning, App etc.
  • Hosting Tutor training seminars via Video Chat
  • Manage time and prioritise tasks effectively 
  • Be responsive to feedback

About you:

You have: 

  • A strong understanding of verbal and use of written English
  • Experience of dealing with customers either face to face or over the phone
  • A great understanding of customer service and delighting customers
  • Strong ability to work as part of a team 

Desirable:

  • Experience of working in a technical startup
  • Previous experience of working in the Education Sector

    Salary: 19k
Usually responds within 2 hours

Or, know someone who would be a perfect fit? Let them know!

Sheffield

Concept House
S1 4LA Sheffield Directions

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