Dojo Tutor Support Agent - Remote

Overview

ClassDojo's goal is to give every child on Earth an education they love.

We started by building a powerful network for communication. ClassDojo’s flagship app is the #1 communication app connecting K-12 teachers, children, and families globally. Teachers use it to share what’s happening throughout the day through photos, videos, and messages that make parents feel like they’re there. It’s actively used in over 95% of US schools, reaching over 45 million children in 180 countries, with a team of just around 200 people. We are now beginning to use this network to give kids the best learning experiences in the world, far beyond those a standard school can provide.

We hire for talent density. Our team comprises the most talented, entrepreneurial, and innovative teammates from around the world, with experience in education and large scale consumer internet companies, including Instagram, Netflix, Dropbox, Stripe, Uber, Y Combinator, and more. We’re building a company where the most talented people want to work. We believe you’ll do the best work of your life here—and you’ll pioneer the future of education, too.

The CX Support Agent plays a key role in delivering fast, thoughtful, and empathetic support across all areas of the Dojo Tutor experience. This role requires strong judgment, attention to detail, and the ability to handle complex or sensitive cases involving both customers and tutors. Agents are expected to move fluidly between support topics, ensure high-quality resolutions, and collaborate cross-functionally to improve the experience for everyone we serve.

In Short

• Manage intricate situations, including billing disputes, subscription cancellations, privacy or safety concerns, and urgent scheduling issues.
• Handle high-stakes customer interactions with professionalism and care, ensuring outcomes that build trust in Dojo Tutor.
• Resolve complex cases, such as billing adjustments, class changes, tutor reassignments, and refunds over $90.
• Provide real-time support for tutors and families, including troubleshooting access issues, updating schedules or availability, and sharing session details.
• Maintain accurate records by updating profiles, documenting interactions, and following up on unresolved issues.
• Triage incoming tickets and step in during periods of high volume or crisis to keep response times consistent.
• Act as a knowledge resource for other team members by identifying trends, sharing insights, and helping refine macros and workflows.
• Collaborate with internal teams by reporting bugs, testing new features, and ensuring follow-through on technical or product escalations.

Requirements

• Experience: 3+ years in customer service, with a focus on complex issue resolution via email and chat. Experience with tools like Zendesk, Zoom, and Stripe is preferred.
• Emotional Intelligence: A Strong ability to de-escalate tense situations, build trust, and foster relationships with both tutors and parents.
• Problem-Solving Skills: Thrive in fast-paced environments, adapt quickly to changing policies, and handle high-stakes interactions with confidence.
• Communication Skills: Excellent written and verbal communication skills to clearly explain solutions, build rapport, and collaborate effectively with internal and external stakeholders.
• Technical Aptitude: Familiarity with subscription management processes, online tutoring platforms, and troubleshooting basic technical issues.

Benefits

• Decision-Making Skills: Are capable of offering clear options and actionable solutions, ensuring both tutors and parents feel supported and empowered.
• Flexibility: Have a strong ability to adapt to high ticket volumes, shifting priorities, and remote work dynamics.
• Process efficiencies: If you’ve experience improving processes, making them faster and better for the good of your team and the customer experience.