Family-Focused Tutor Match Concierge

IXL Learning; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

IXL Learning is seeking a Tutor Matching Support Specialist to join a new team helping families find and book the right tutor for their needs. You’ll guide parents and students through tutor selection, pricing options, scheduling, and onboarding.

In this role you will act as a trusted advisor across the customer journey, handle inquiries including cancellations and refunds, and ensure smooth first tutoring sessions while coordinating calendar logistics.

Qualifications

• Experience in customer-facing roles and advisory guidance.
• Ability to balance customer satisfaction with business goals.
• Strong communication across phone, email and live chat.

Responsibilities

• Guide families through tutor selection and booking via inbound channels.
• Understand learning goals, scheduling preferences and budget.
• Recommend tutors to fit each family’s profile and learning style.
• Assist with scheduling, calendar logistics and first tutoring session.
• Handle billing or refunds inquiries and account management.
• Deliver exceptional service and maintain knowledge of tutoring offerings.
• Collaborate with team to improve processes and customer experience.

Skills

Customer service

Calendar management

Communication skills

Multichannel support

Education

Bachelor's degree

Job description

• 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
• Ou’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
• The work schedule for the role is Monday-Friday: 9am - 6pm in the office, plus one late shift: 10am - 7pm per month
• Guide prospective customers through the tutor selection and booking process via inbound phone, email, and live chat
• 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

Proven ability to build immediate trust and consultatively guide customers toward the right decisions via phone, email, and live chatStrong organizational skills, with high comfort managing calendars and scheduling platform bookings accuratelyExperience in customer service, customer success, admissions, enrollment, hospitality, retail, sales, or other customer-facing rolesExperience handling customer support inquiries, including billing, refunds, or account management, is a plusBachelor’s degreeAbility to balance customer satisfaction with business goals, owning the customer’s outcomePassion for education, helping families succeed, and delivering an exceptional customer experienceComfortable juggling communication across multiple channels, including email and chatAbility to work both weekday and occasional late shifts until early eveningExcellent communication skills, particularly when speaking with customers over the phone