Tutor Application Team Lead

Course Hero is seeking an experienced team leader to join as Tutor Administration Lead. You’ll work closely with the team responsible for Course Hero’s tutor community, serving as a leader of the administrators on the team, and being a key point of contact for business stakeholders at headquarters who run Course Hero’s Tutor Marketplace. You’ll help ensure the admin team is successful, roll up your sleeves to help them with their work, ensure we have well documented and repeatable processes, report on important business KPIs, and help find ways to consistently improve both our processes and team performance.

Note: This is full-time employment, fully remote (Work from home), working at normal business hours and candidates must be based in the Philippines.

• Core tasks - Tutor Application Team Management

  
  
  • Manage and lead the Tutor Application Admins (TAAs), and ensure they understand and follow our processes and best practices.
  • Provide ongoing feedback regarding adherence to standards and communicate TAA’s progress to the Group Manager.
  • Lead team meetings, calibration sessions, and one-on-one coaching to maintain an impact-focused culture.
  • Track, meet, and exceed our Tutor Application Metrics, Process Quality Scores, SLA metrics, and other KPIs on a daily/weekly/monthly basis.
  • Provide ongoing communication to the Group Manager as to why we may be under or overperforming with certain KPIs
  • Develop proper evaluation programs for tutor application processing and Zendesk ticket management to help consistently improve adoption of operational procedures in collaboration with the Group Manager (PH Tutor Ops - EMAPTA) and Operations Manager (CH).
  
  

  Secondary tasks - Tutor Application Processing

  • Review and process tutor applications and ensure we accept only high quality tutors who meet our qualifications and requirements.
  • Process tutor applications-related tickets in Zendesk and ensure timeliness of responses.
  
  

  Other responsibilities and tasks

  • Complete all assigned tasks by the managers within the turnaround time provided.
  • Proactively share ideas on how we can make our processes and/or team more efficient and effective.
  • Ensure proper timekeeping of productive hours by the team members.
  • Contribute and encourage the team members to share best practices and report any discrepancies with the process or metrics.
  • Contribute to the company/organization by engaging in company-wide or team-level activities. 
  • Participate and engage in trainings, team meetings, coaching and mentoring sessions.
  • Serve as a leader who maintains an energetic, optimistic, impact oriented culture and team environment.

• Have been involved in transaction processing, application review or recruitment process
• Have experience working in a fast-paced, high-tech, start-up environment.
• Have experience building and scaling new operational teams and functions

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