Support Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Gather and consolidate reports on tutoring session usage and attendance for district clients and accounting teams.

• Extract and compile attendance data for individual tutoring sessions from the virtual classroom platform to meet compliance standards.

• Manage bulk roster updates for district users as clients provide new information.

• Oversee tutor substitution requests and session swaps in accordance with established processes.

• Schedule tutoring sessions in bulk for district clients and manage cancellations and modifications.

• Compile tutoring session reports for payroll processing and to ensure tutors adhere to guidelines.

• Support the onboarding process for tutor candidates, which includes reviewing applications and certifications, addressing inquiries and escalations, monitoring training completion, and verifying account and profile setups.

• Investigate issues reported by customers, collaborate with other teams to find solutions, and communicate the outcomes of issue resolutions.

• Provide feedback and recommendations regarding workflows, policies, and procedures.

• Respond to inquiries in a professional and effective manner.

• Communicate daily activities and updates to management.

• Perform additional related tasks as assigned.

• Report directly to the Director of Customer Success, K12 Tutoring.

• No formal supervisory duties are required.

⛳️ Requirements

• An associate’s degree is required.

• A minimum of three (3) years of experience in an administrative or operations position, or a suitable combination of education and experience.

• A highly ethical professional with strong organizational skills.

• Excellent communication abilities, including proficiency in reading and writing acceptable business English.

• Capability to promptly and professionally respond to inquiries from both internal and external customers.

• Detail-oriented, precise, and capable of meeting deadlines.

• A process-focused mindset.

• Ability to strictly adhere to deadlines.

• Proficiency in Microsoft Office, including Outlook, Word, Excel, PowerPoint, Project, and Visio.

• Familiarity with web-based applications.

• Must pass a required background check.

• Must be a resident of one of the 50 states or D.C.

🏝️ Benefits

• Eligible employees may qualify for a bonus.

• Health benefits are provided.

• Retirement contribution plans available.

• Paid time off is offered.

• Reasonable accommodations will be made for individuals with disabilities.

• Virtual work arrangements are available.