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Mentor Match

Surat / Global

Tutor Success Manager

Job Description

About Mentor Match

Mentor Match connects students with subject-matter tutors for personalized 1-on-1 online sessions across the UAE and India.


Role Overview

You will own the learning journey of a portfolio of Grade 9 and 10 students, acting as the single point of contact for students, parents, and the tutors assigned to them. Your job is to make sure every student is progressing, every tutor is delivering, and every parent stays confident in Mentor Match.


Key Responsibilities

  • Manage a caseload of Grade 9–10 students across CBSE, IGCSE, IB, British, and American curricula
  • Onboard new students, understand their academic goals, and match them with the right tutors
  • Track session attendance, tutor feedback, assessment scores, and monthly progress for each student
  • Monitor tutor performance — session quality, punctuality, and adherence to lesson plans — and step in when things slip
  • Run regular parent check-ins and share progress reports
  • Handle escalations from students, parents, or tutors and resolve them quickly
  • Coordinate tutor replacements, schedule changes, and exam-prep planning for board exams
  • Work closely with Sales, Renewals, and the Supply Team to keep retention high


KPIs

  • Student retention and renewal rate
  • Session completion and attendance rate
  • Parent satisfaction (NPS)
  • Tutor performance and issue-resolution turnaround
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