Client-Tutor Experience Officer

Responsibilities:

Trial Class Scheduling & Coordination  

• Match each client’s learning needs and preferred schedule with a suitable, vetted tutor.
• Confirm trial class date and time with both client and tutor.
• Share trial class details and Lessonspace links with both parties via email or approved platforms.
• Ensure accurate updates of all trial class data on internal tracking systems.
• Follow up to confirm the preparedness of both tutor and client before the trial session.

Trial Class Execution Oversight  

• Monitor trial class delivery to ensure tutors start and complete sessions on schedule.
• Confirm tutor submission of post-trial feedback immediately after each session.
• Notify the Learning Designer to curate and send the client’s report after the trial.
• Document attendance, tutor performance, and client responses to each trial class.

Client and Tutor Communication  

• Serve as the central point of contact for both clients and tutors before, during, and after the trial class.
• Manage rescheduling requests and resolve coordination challenges quickly and professionally.
• Ensure prompt, friendly, and clear communication with all parties to maintain a positive brand experience.
• Support clients with next steps following their trial session to enhance conversion and retention.

Quality Assurance & Continuous Improvement: 

• Maintain high standards of professionalism, timeliness, and communication throughout the trial process.
• Identify bottlenecks in scheduling, tutor responsiveness, or class experience, and recommend process improvements.
• Support data tracking for trial completion, conversion rates, and client satisfaction metrics.

Requirements:  

• Bachelor’s degree in Education, English, Business Administration, Communications, or a related field.
• A background in customer experience, education management, or operations will be an added advantage.
• Proficiency with digital tools and online learning platforms (e.g., Lessonspace, Google Workspace, CRM systems) is preferred.
• Strong communication and interpersonal skills.
• Excellent organizational and multitasking ability.
• Close attention to detail and follow-through.
• Familiarity with online class platforms (Lessonspace preferred).
• Customer service mindset with empathy and professionalism.
• Ability to work collaboratively in a fast-paced, team-driven environment.