Lesson Support Operations Supervisor (Remote)

Job Description

About The Company EDGE Tutor is Asia’s fastest-growing tutoring outsourcing provider, bringing the human edge in digital learning to education companies worldwide by providing access to world-class Philippines based teachers. Founded in 2022 by co-founders Harvard alumnus Henry Motte de la Motte and Cecilia Calvo-Lewis, a graduate of the University of Pennsylvania Graduate School of Education, EDGE Tutor now serves partners in over 30 countries with global headquarters in New York, London, Colombo, Singapore, and Manila. We connect the top 3% of rigorously selected online educators with global institutions, delivering white-labeled tutoring solutions with full tutor management. Our services cover K-12 English and Math, Adult/Corporate English, and high-stakes exam prep. At EDGE Tutor, we combine passionate educators with operational efficiency to help education businesses scale and thrive globally. EDGE Tutor: The Human Edge in Digital Learning. About The Role The Lesson Support Operations Supervisor ensures seamless class delivery by leading the Lesson Support team in tutor scheduling, real-time monitoring, communication, and issue resolution. This role combines operational oversight, team coaching, process improvements, and data-driven reporting to uphold service standards and deliver a reliable tutor experience for clients. BPO equivalent: Operations / Real-Time Workforce Supervisor Key Responsibilities Team Leadership & Supervision Lead, coach, and mentor Lesson Support team members to achieve daily and weekly operational goals. Oversee workload distribution, set priorities, and manage shift coverage to ensure consistent support. Perform Lesson Support Specialist tasks when needed to cover workload or handle complex cases. Conduct regular feedback sessions and performance reviews to strengthen team capability. Act as the primary escalation point for tutor and client operational concerns. Tutor Assignment & Scheduling Oversight Ensure accurate and timely tutor assignments within Classin, YoCoach, and related systems. Review and approve schedules to maintain alignment with client requirements and internal standards. Monitor scheduling processes to prevent conflicts, maximize tutor utilization, and reduce disruptions. Real-Time Lesson Monitoring & Support Supervise the team’s real-time monitoring of lessons and guide them on escalation protocols. Ensure swift replacements for tutors who miss check-ins by activating backup pools or partner schools. Track compliance with operational protocols to prevent service interruptions. Communication & Engagement Ensure the team uses approved spiels and maintains consistent, professional communication with tutors. Drive proactive reminders to tutors on schedules, check-ins, and process adherence. Monitor tutor communications to reinforce service standards and align with contractual agreements. Documentation, Reporting & Process Improvement Oversee accurate documentation of schedules, booked lessons, technical checks, and irregularities. Ensure team compliance with trackers and monitoring tools for attendance and reliability. Prepare regular reports to management on tutor attendance, technical readiness, service levels, and resolution times. Identify recurring issues and implement process improvements in workflows, tools, and systems. Project & Performance Management Track team performance against KPIs and daily operational targets. Manage changes in scope, scheduling, or resources using appropriate escalation methods. Collaborate with People Operations and Training to align lesson support practices with company standards. Qualifications Bachelor’s degree in Education, Business Administration, or related field (or equivalent work experience). 5 to 7 years of experience in online education operations, scheduling, or lesson support, with at least 3 years in a supervisory role. Strong leadership skills with proven experience coaching and developing teams. Excellent written and verbal communication skills; ability to standardize messaging across tutor groups. Proficiency in online learning platforms (e.g., Classin, YoCoach) and comfort with new tools. Highly organized, detail-oriented, and capable of managing multiple priorities under pressure. Analytical mindset with experience using data to drive operational improvements. Work Set-up and Requirements Proven ability to balance client success with operational scalability and financial objectives. Schedule May require flexible hours but with focus on graveyard-shift (start of shift at 8PM or 10PM) Workdays: Five-day workweek with two rest days. Location: Fully remote Minimum 25 Mbps internet speed with backup connection Backup power supply for at least 8 hours Why Work With Us? Support Educators Globally: Play a key role in supporting our network of expert tutors as they teach learners in 30+ countries across the Americas, Europe, the Middle East and Asia-Pacific Remote-First Culture: Work from home while being part of a collaborative, inclusive team. We meet in person quarterly to strengthen team connections and drive innovation. Structured Flexibility: Flexible but structured hours that help balance your work and life while maintaining work efficiency. Professional Growth: Gain advanced skills in strategic hiring, operational scaling, and decision-making to one of Southeast Asia's fastest-growing startups, recognized with prestigious industry accolades Appealing performance-oriented compensation Healthcare benefit: HMO for you plus 1 free dependent 30 days paid time off Your expertise, our platform—together, we’ll transform education worldwide with Filipino talent. Ready to join us? Apply today!