Senior Operations Specialist
CurrentLoved by a whopping 40 million learners across 150+ countries and trusted by over 750k teachers and 180k schools, SplashLearn is the fastest growing elementary math program in the US. If those numbers seem too abstract, consider this: Every 1 in 3 schools and 1 in 7 elementary school children in the US love SplashLearn!Roles and Responsibilities:• Act as primary contact for all the tutors & parents for their requests related to scheduling, ad-hoc requests, parent feedback, and tech difficulties via Google Hangouts/Slack & Emails through Zendesk. • Managing service level agreements and inquiring about DSAT/CSAT on Zendesk.• Working as a fireman during the session starting time to ensure batches are running at the scheduled time without delay. Handling conflicts during the batches: Teacher no-shows, Rescheduling classes, and student no-shows.• Respond to multiple inbound chats on hangouts; gather and verify required information as appropriate.• Resolving Zoho Errors on Zendesk.• Auditing videos and providing feedback to the teachers and parents.• Updating and auditing the Firemen sheet for teacher & student no-shows.• Handling Tutor Onboarding and Deboarding lifecycle, including sending contracts, W9s, and renewing expired agreements.
