Employer: BookNook
About Us
BookNook is closing the early-learning gap for kids in grades K – 8 through pairing dedicated tutors with proven technology to teach the reading and math skills kids need to succeed. School districts across 35 states entrust BookNook tutors and technology with the job of supporting their students who need it most. By providing a learning platform based on 30+ years of research and outcomes and offering high-frequency tutoring, BookNook propels schools to achieve academic results that are unparalleled in the industry.
At this time we are not able to provide sponsorship.
About the RoleBookNook Tutoring is building a team of virtual tutors to provide hundreds of school districts with reading and math support for K-8 students. The Tutor Success Specialist will be on the front lines managing email and Slack communications with thousands of BookNook tutors. This position requires a person who is highly organized, has superb written communication skills and can manage and track multiple details simultaneously. The ideal candidate is part cheerleader, part caretaker, and an organizational-superstar. This person will be working with cross-functional teams to find and deliver accurate answers to tutors about the job application process, onboarding, scheduling and more. The ideal candidate is a natural community-builder—always looking for ways to help our tutors feel supported. Reporting to the Senior Manager of Tutor Success, this position will play a key role in developing BookNook Tutoring into an outstanding work experience for tutors.
Who Are You?
You have a passion for providing excellent service. You model what it means for BookNook Tutoring to provide unparalleled support for tutors. You aren’t satisfied unless every loose end is closed and the customers you support believe their needs are met. You are a natural caretaker and treat even the most disgruntled people with positivity and respect.
You have outstanding organizational skills and are a black belt when it comes to tracking details. You can manage a million little details and use technology tools to do so. From questions about fingerprints, to schedules, to job application status, to training, you’ll ensure BookNook tutors receive answers and timely feedback.
Connecting with others through writing is your happy place. Thoughtful sentences, proper grammar, and authentic communication are all strengths of yours. Writing emails and sending slack messages all day every day is an enjoyable way for you to form relationships and community.
Job Responsibilities:
- Serve as a primary representative of the BookNook brand to BookNook’s online tutor team by managing BookNook’s email (Gmail) and Slack communications. Respond to all inbound and outbound email and Slack communications in a positive, timely and helpful manner.
- Manage BookNook’s email inbox and strive to meet BookNook’s goal of same-day response during business hours 8am – 6pm, Monday – Friday; available to work regular evening support hours.
- Develop technology-based tracking systems for ensuring the loop is closed on all tutors’ inbound questions (Check lists on paper will not work at BookNook’s scale!).
- Collaborate with the Senior Manager of Tutor Success to establish KPIs and success metrics for tutor service.
- Proactively gather the information needed from cross-functional teams to deliver accurate information to tutors related to hiring, onboarding, scheduling, and other tutor job-related inquiries.
- Identify recurring themes and common questions raised by tutors. Work with the BookNook Tutoring team to develop creative solutions for decreasing questions through training and tutor resources.
What are we looking for?
- 3+ years experience as a customer support specialist or similar role managing email and online communication in a fast-paced, high-volume environment.
- Excellent written communication and interpersonal skills. All support will be in writing via email, Slack or BookNook’s community platform. The support culture you model will be critical to the job satisfaction of thousands of tutors.
- Demonstrated outcomes meeting and/or exceeding customer service performance metrics.
- Highly adept at using Gmail, Slack, and CRM software tools.
- An entrepreneurial mindset that embraces startup culture and “building the plane while flying it.”
- Passionate about supporting educators, so they can focus on supporting students.
Perks and Benefits:
- Competitive salary: For this role, the starting range is $65K.
- Work remotely: Live and work wherever you like in the US.
- Health insurance: We offer medical, dental, vision and pet insurance for all our team members.
- Time to recharge: We offer unlimited PTO, 12 paid holidays, and two company-wide weeks’ off.
- 401(k): With 3% company match.
- Employee stock purchase program.
- Retreat: Join us for our annual company get-together.
- Home office setup: Get a laptop + $130 monthly stipend for home expenses.