Client Experience & Operations Lead
Princeton Tutoring
Greater Vancouver Area (Remote to start → Hybrid over time)
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ABOUT PRINCETON TUTORING
Princeton Tutoring is a long-established education company providing academic tutoring, standardized test preparation, and college admissions support to families across North America.
For more than 20 years, we have worked closely with students and families to help them navigate important academic decisions with clarity and confidence. Much of our work comes through referrals and long-term relationships with families who trust us to support their children’s academic growth.
We are a small, collaborative, founder-led company entering an important stage of growth. We are expanding our presence in British Columbia and building out key components of our team.
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THE ROLE
We are hiring a Client Experience & Operations Lead to strengthen and professionalize the client experience after a family enrolls.
This role involves post-sale client support, tutor matching coordination, client success, and process improvement. You will collaborate regularly with our sales and instructional teams.
Princeton Tutoring has grown with a lean team and excellent tutors. As our client volume grows, we need stronger structure around what happens after enrollment.
The goal is to build, run, and manage a client experience that is exceptional at every stage of the client journey. This includes moving families from enrollment to tutoring with clarity, confidence, and strong support. It also includes proactively identifying potential concerns early before they escalate in the first place.
This is a builder role in a growing company. You will work closely with our co-founders, especially early on, to help create structure in an area that is still taking shape. It is a strong fit for someone who values strong processes & systems that enhance user experiences.
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WHAT YOU'LL OWN
Client experience & support
Lead key parts of the post-sale client experience so families feel informed and supported. This includes answering parent questions, guiding families through next steps after enrollment, spotting concerns early, and resolving service issues with professionalism and empathy.
Post-match client success
Build a selective post-match check-in process for higher-priority families. The goal is to confirm that families feel informed, that the tutoring relationship is starting smoothly, and that any confusion or concern is surfaced early rather than waiting until a problem becomes more difficult to fix.
Tutor matching coordination & handoff support
Partner with the tutor matching team to understand the current workflow, improve visibility from enrollment to tutor introduction, clarify handoffs, and help ensure families are supported while they await a match. Over time, you will develop enough familiarity with the process to provide backup coverage when needed. The goal is a smoother, more resilient matching system.
Client success & service recovery
Build systems that keep families supported throughout the tutoring relationship, including concern intake, rematch requests, refund/credit protocols, parent communication standards, founder escalation thresholds, and follow-up. Where concerns involve instructional quality or tutor performance, you will coordinate with our tutor-quality team rather than evaluating SAT/ACT pedagogy yourself.
Process building & documentation
Create, document, and implement process improvements. This may include sales-to-matching handoff rules, onboarding processes, post-match check-in workflows, escalation charts, SOPs for common situations, simple trackers, and feedback loops across teams.
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WHAT THE WORK LIKES DAY-TO-DAY
A mix of communication, coordination, and system-building. On a given day you might:
- Respond to parent questions and concerns with empathy and professionalism
- Support visibility into open matches and help ensure families receive timely communication
- Conduct selective post-match check-ins for higher-priority families
- Route planning or instructional questions to the tutor-quality team.
- Triage a service concern and move it through the right escalation path
- Coordinate across sales, matching, billing/admin, and tutor-quality, documenting decisions and next steps
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WHAT SUCCESS LOOKS LIKE
Success in this role means that families feel supported and taken care of throughout the entire tutoring journey, with consistently high-levels of service as we continue to grow. We aim to build and maintain trust through every interaction.
- Strong performance looks like:
- Families receive clear communications after enrollment
- Client concerns are proactively identified and handled consistently according to protocols
- Matching handoffs and backup coverage improve
- Sales, matching, billing/admin, and tutor-quality teams coordinate more smoothly
- Recurring problems become documented and repeatable workflows
Performance is measured by:
- Customer satisfaction
- Retention
- Renewals
- Referrals
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WHAT WE'LL TRAIN & IMPORTANT QUALITIES
You do not need deep prior experience in the U.S. tutoring or test-prep market. We will train you on our services (academic tutoring, SAT/ACT, SSAT, college essays), our client journey and enrollment process, tutor matching considerations, common parent concerns, and our internal tools and service-recovery approach.
We cannot train you on these essential qualities: emotional intelligence, sound judgment, clear communication, strong critical thinking, proactiveness & ability to work independently, follow-through, ownership, attention to detail, and genuine care for families and students.
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WHO THIS ROLE IS FOR
You may be a strong fit if you:
- Have experience in client service, student services, education operations, academic administration, or another people-centered operations role
- Speak and write clearly and professionally
- Stay calm and exercise good judgment in stressful or nuanced situations
- Enjoy building better systems
- Stay organized across many moving pieces and notice details others miss
- Are comfortable working closely with founders in a growing company and want ownership and long-term growth
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THE ROLE IS NOT IDEAL IF YOU:
This may not be the right fit if you:
- Need a fully built, highly structured department from day one
- Prefer narrow or highly repetitive responsibilities
- Are uncomfortable with evolving priorities
- Avoid difficult client conversations
- Struggle to stay organized across multiple workflows
- Need heavy supervision to move work forward
- Want a role that is only strategy or only execution, rather than a mix of both
- Are uncomfortable being accountable for measurable improvements
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WORK STRUCTURE
This role begins as remote within the Greater Vancouver area and may transition toward a hybrid structure - including in-person collaboration and team meetings in the Vancouver area - as our British Columbia presence grows.
It is a full-time role. Strong responsiveness during core business hours is required, with some flexibility to coordinate with families and team members across Pacific and Eastern time zones. We respect work-life balance and treat team members like adults, while holding high standards for responsiveness, accountability, and professionalism.
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COMPENSATION
Expected compensation range: $75,000 - $85,000 CAD, commensurate with experience.
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Job Type: Full-time
Pay: $75,000.00-$85,000.00 per year
Benefits:
- Extended health care
- Paid time off
- Work from home
Application question(s):
- Are you currently able to work full-time in Canada?
- This is a builder role in a growing company. Please briefly describe a time you improved or built a process that made a client, student, customer, or team experience better. (Limit: 100–200 words)
- A parent emails saying they are worried their child has had three tutoring sessions but does not seem to have a clear plan. What would your first response or next steps be? (Limit: 100–200 words)
- If offered the role, when would you be available to start?
- Please list any post-secondary institutions you attended, degree/diploma/certificate earned, and field of study. (Examples: University of British Columbia — B.A. Psychology; Simon Fraser University — M.Ed. Educational Leadership)
- In <300 words, Please share why this role interests you and why you believe you would be a strong fit. Thoughtful responses help us prioritize applications.
Location:
Work Location: Hybrid remote in Vancouver, BC
