Tutor & Community Associate

Responsibilities:

Tutor Recruitment and Screening:

• Support the end-to-end recruitment of qualified tutors across relevant subjects, locations, and learning programmes. 
• Source tutors through referrals, communities, partnerships, social media, and other approved channels. 
• Review applications, screen candidates, and coordinate interviews, assessments, and verification processes. 
• Maintain an updated pipeline and database of qualified tutors. 
• Ensure recruitment activities align with the company’s tutor quality standards and business needs. 

Tutor Onboarding and Activation:

• Coordinate a structured and seamless onboarding process for newly recruited tutors. 
• Conduct orientation sessions covering Tuteria’s policies, teaching standards, platform usage, communication expectations, and learner experience guidelines. 
• Ensure tutors complete all required documentation, verification, profile setup, and onboarding activities. 
• Monitor tutor activation and address any barriers preventing tutors from becoming fully active on the platform. 
• Maintain accurate onboarding and activation records. 

Tutor Training and Development:

• Identify tutors’ learning and development needs through feedback, performance data, and quality assessments. 
• Develop and coordinate practical training programmes that improve instructional quality, communication, professionalism, learner engagement, and platform usage. 
• Organize webinars, workshops, coaching sessions, and knowledge-sharing programmes for tutors. 
• Collaborate with internal subject-matter experts and external facilitators to deliver relevant training. 
• Monitor attendance, participation, feedback, and the impact of tutor training initiatives. 

Tutor Placement and Matching:

• Support the effective placement and matching of qualified tutors with learners, programmes, and relevant teaching opportunities. 
• Work with business units and other stakeholders to understand tutor requirements and fulfil placement needs promptly. 
• Ensure tutor qualifications, experience, availability, location, and subject expertise align with learner requirements. 
• Track placement outcomes and address challenges that may affect successful tutor–learner relationships. 
• Maintain an adequate pool of tutors across priority subjects and locations. 

Tutor Support and Issue Resolution:

• Serve as a key point of contact for tutor questions, concerns, complaints, and support requests. 
• Resolve tutor-related issues promptly, professionally, and in line with company policies. 
• Escalate complex, sensitive, or recurring issues to the appropriate stakeholder and follow through until resolution. 
• Maintain accurate records of tutor complaints, resolutions, and recurring challenges. 
• Analyze support trends and recommend improvements to policies, systems, training, and tutor experience. 

Tutor Community Management and Engagement:

• Build and maintain an active, supportive, and professional tutor community. 
• Develop and execute initiatives that encourage tutor engagement, collaboration, knowledge sharing, and a sense of belonging. 
• Manage tutor communication channels and share relevant updates, opportunities, resources, and announcements. 
• Gather regular tutor feedback and translate insights into actionable improvements. 

Tutor Performance and Quality Support:

• Monitor tutor performance, responsiveness, training participation, learner feedback, and compliance with service standards. 
• Support the implementation of tutor quality assurance and performance improvement initiatives. 
• Identify tutors requiring additional guidance, coaching, or training. 
• Work with relevant teams to address performance gaps and maintain high teaching standards. 
• Support the documentation of tutor performance, feedback, and development plans. 

Cross-Functional Collaboration:

• Collaborate with Sales, Customer Success, Exam Prep, International Business, Product, Operations, and other relevant teams on tutor-related matters. 
• Communicate tutor availability, placement progress, training needs, and operational challenges to relevant stakeholders. 
• Support the resolution of tutor-related issues that affect learners or programme delivery. 
• Participate in meetings and initiatives aimed at improving tutor and learner outcomes. 

Reporting and Administration:

• Maintain accurate records of tutor recruitment, onboarding, training, placement, engagement, and support activities. 
• Prepare regular reports on relevant tutor success metrics. 
• Track key indicators such as recruitment volume, onboarding completion, activation, placement, training participation, issue-resolution time, engagement, and retention. 
• Ensure tutor information and documentation are properly stored, updated, and handled confidentially. 
• Provide data-driven recommendations for improving tutor operations and experience. 
  

Requirements:

• Bachelor’s degree in education, business administration, psychology, communications, or a related field. 
• Minimum of 2 years of relevant experience in tutor training and management, community management, customer support, tutor recruitment, education operations, or talent management. 
• Previous experience working with tutors, teachers, facilitators, freelancers, or online communities is an advantage. 
• Experience in an education technology, tutoring, training, or service-based organization is an added advantage. 
• Strong training, facilitation, presentation, and public-speaking skills. 
• Good understanding of tutors’ recruitment, onboarding, community engagement, and support processes. 
• Strong customer service and issue-resolution skills. 
• Excellent written and verbal communication. 
• Strong relationship-building and stakeholder-management abilities. 
• Ability to coordinate webinars, workshops, and virtual or physical training sessions. 
• Strong planning, organization, documentation, and reporting skills. 
• Ability to interpret data and use performance insights to improve tutor success initiatives. 
• Proficiency in Microsoft 365
• Familiarity with CRM, learning management, webinar, and communication tools is an advantage. 
• Ability to work in a fast-paced environment.