Customer Operations Executive, MyTutor

Ready to make a real difference in education? Join MyTutor, the UK’s leading online one-to-one tutoring platform and part of the IXL Learning family. We’re on a mission to improve education for everyone, and we’re looking for Customer Operations Executives to help deliver consistently excellent support as we scale. #LI-RD1

This is a frontline role at the heart of our Customer Operations team. You’ll support parents, pupils, tutors and schools across live channels (phone, email, and chat), while also contributing to the operational work that keeps MyTutor running smoothly. Alongside day-to-day customer support, you’ll take ownership of issues, help improve how we work, and develop deeper expertise over time.

This role is based at our London office on Old Street. You’ll have the option to work from home one day per week and your schedule will include weekdays with a mix of weekend shifts (typically one weekend day per month).

• Early Shift: 8am - 5pm | Monday-Friday (usually one week a month)
• Day Shift: 9am - 6pm | Monday-Friday
• Late Shift: 10am - 7:00pm | Monday-Friday (usually one week a month)
• Weekend Shift: 9:00am - 5:00pm Saturday (usually one weekend shift per month)

We're also looking for someone who has a preference for working Saturday permanently, as one of their 5 working days.

WHAT YOU'LL BE DOING

• Own customer contacts end-to-end across live channels (phone, live chat, and email) - providing clear, accurate, empathetic responses, and ensuring the customer gets a resolution
• Handle a wide range of queries across all customer groups, adapting your communication style to suit different needs, situations, and levels of understanding
• Take responsibility for your performance, meeting service level, customer satisfaction, and productivity targets
• Complete essential operational and compliance-related tasks accurately to support the smooth running of the marketplace
• Apply established processes consistently, while raising unclear guidance, inefficiencies, or risks when you spot them
• Work closely with your team lead and peers to manage workload across channels and maintain high service quality during busy periods
• Contribute to improving processes, documentation, or ways of working based on what you see day to day
• Build deeper expertise in specific areas of Customer Operations over time, based on your strengths and interests

WHAT WE'RE LOOKING FOR

• Bachelor’s degree
• Strong written and verbal communication skills, with the ability to explain information clearly, calmly, and honestly
• A genuine interest in solving problems and delivering positive outcomes for customers
• Ability to manage competing priorities, stay organised, and work effectively across multiple channels
• High attention to detail, particularly when working with operational or compliance-related processes
• A proactive mindset - comfortable asking questions, flagging issues early, and suggesting improvements
• Willingness to learn new systems, processes, and subject areas, and to take responsibility for building your knowledge over time
• Comfortable owning your work, acknowledging mistakes, and using feedback to improve
• Nice to have: Experience in a customer-facing or customer-adjacent role, ideally in a fast-paced service, operations, or marketplace environment

Safeguarding is everyone’s business at MyTutor – we are committed to safeguarding the welfare of children, young people and adults, and we expect all team members to share this commitment. This position is subject to an Enhanced DBS Disclosure check with children's barred list check.