Tutor Support Agent (Proctoring and Communication)
We are looking for a responsive, articulate, and operationally disciplined Tutor Support Agent to serve as the frontline bridge between tutors, internal operations, and experience centres.
This is a hands-on role that combines onsite proctoring and oversight with digital tutor support across Intercom and other messaging channels. You will help ensure tutors feel supported, families feel confident, and operations run smoothly.
What You Will Own
1) Proctoring and Onsite Oversight
- Serve as the first point of contact at designated experience centres
- Oversee tutor sessions to ensure adherence to quality and operational standards
- Monitor attendance, punctuality, and session flow
- Identify and escalate operational risks in real time
- Maintain a professional, welcoming environment for tutors and families
- Travel between assigned locations when required
2) Tutor Communication and Support
- Respond to tutor enquiries via Intercom and other messaging platforms
- Follow response guidelines while applying sound judgement to context-specific situations
- Handle urgent or sensitive matters with clarity and professionalism
- Maintain strong response times without compromising tone or quality
- Document recurring issues and identify patterns in tutor conversations
3) Operational Intelligence and Quality
- Translate recurring tutor complaints or confusion into structured product or process insights
- Flag system gaps that create repetitive support demands
- Work with operations and product teams to reduce friction and improve clarity
- Uphold communication standards and brand tone at all times
- Support the creation of internal response playbooks and FAQs where needed
Qualifications
Who You Are
- Highly articulate, with strong spoken and written English
- Warm, emotionally intelligent, and calm under pressure
- Agile, proactive, and solution-oriented
- Comfortable in fast-paced, high-growth environments
- Detail-oriented, while still able to identify patterns across conversations
Qualifications and Experience
- 1–3 years of experience in customer-facing roles
- Prior experience in a tech-enabled company is an advantage
- Experience using support tools such as Intercom, Zendesk, or CRM systems is a plus
- Strong reporting and documentation skills
- Based in Lagos, preferably within reasonable proximity to Yaba
- Willingness to move between locations when required
You can apply here: https://forms.gle/ma8YPP2TroRuFEH4A
Additional Information
Additional Information
About Great Careers by Kryptr:
At Great Careers by Kryptr, we're committed to connecting Early Career Professionals (ECPs) with enterprises that value passion, talent, and potential, that offer exciting opportunities to launch their careers.
We provide opportunities for ECPs to build successful careers by matching you with roles that fit your skills, interests, and career goals.
Links to Join The Group & App: https://linktr.ee/kryptrlearn