Dojo Tutor Support Agent

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. 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.