Customer Care

Customer Care + Onboarding Specialist

Warm Support. Clear Guidance. Real Impact.

SmartaTutoring is one of the UK's fastest-growing tutoring services — and we're expanding our internal team with a calm, organised, people-first Customer Care + Onboarding Specialist to support the families who join our programs.

This isn't sales.This isn't cold calling.And it's definitely not a call-centre job.

This is a warm, premium support role focused on welcoming new families, guiding them through onboarding, and responding to parent questions with clarity, empathy, and confidence.

You become the first trusted voice families hear after joining — the person who ensures they feel looked after, informed, and excited for their child's progress.

What the Role Looks LikeRemote role

Work from a quiet, professional environment.

Part-time hours

• Monday–Thursday: 5:30pm–8:30pm
• Friday: 1-2 hour in the evening
• Saturday & Sunday: 1-2 hours total each day
• Potential to increase hours as the year progresses

Core ResponsibilitiesOnboarding

• Run onboarding calls for every new family
• Ensure parents and students have full access to portals, Zoom links, schedules, and support groups
• Handle all onboarding communication (messages, reminders, instructions)
• Provide a calm, structured walkthrough so families feel confident from day one

Customer Care

• Respond to all parent messages, calls, and emails
• Act as the warm, steady point of contact parents trust
• Resolve issues or communicate them immediately to the correct team member
• Handle concerns, scheduling questions, portal issues, and general queries
• Communicate clearly and confidently about fees, upgrades, and plan details (no active upselling initially, but potential in the future)
• Maintain end-of-day response time standards
• Manage urgent weekend messages during allocated hours

Administration

• Update CRM and internal systems with detailed notes
• Prepare weekly reports for management
• Coordinate with tutors, sales, and operations when escalations occur
• Keep communication organised across Slack, CRM, and Google Classroom

Tools You Will Use

Go High Level (CRM)SlackGoogle ClassroomExcel and WordEmail and PhoneInternal Onboarding Systems

You Will Thrive In This Role If

• You communicate clearly, calmly, and professionally
• You are naturally warm and reassuring with parents
• You are extremely organised, structured, and detail-oriented
• You enjoy guiding families step-by-step and removing confusion
• You are proactive and able to make small decisions independently
• You enjoy evening and short weekend work
• You are comfortable with technology and new systems
• You care deeply about helping children succeed

This Role Is Not For You If

• You need constant supervision
• You struggle with emotional or stressed parents
• You dislike repeatable workflows
• You avoid admin or updating systems
• You struggle with fast response times
• You are uncomfortable with tools like CRMs, Slack, or online platforms
• You only want daytime hours

Compensation and Progression

• Part-time paid role with competitive hourly rate
• Performance bonuses based on response time, onboarding completion, and parent satisfaction
• Future growth opportunities include:
• Senior Customer Care Coordinator
• Onboarding Manager
• Support with referrals and program upgrades
• Operations Support

Why Working With Us Feels Good

• You directly help children succeed academically
• You provide parents with clarity, reassurance, and peace of mind
• You become the reliable voice families trust
• Remote work with stable, structured expectations
• Full training and templates provided
• You have a meaningful daily impact on families

Why This Role Works

• Supportive families only — no difficult cold interactions
• You become the heart of the parent experience
• Clear systems and onboarding frameworks
• A simple guiding principle: be helpful, be calm, be organised
• You feel the impact of your work every single week

What a Typical Shift Might Look Like

5:30pm – Log in, check Slack, review parent messages5:45pm – Onboarding call with a family who joined today6:15pm – Update CRM and send follow-up information6:30pm – Respond to a parent with a schedule question7:00pm – Quick call to assist a parent with portal access7:30pm – Flag a technical issue to operations8:00pm – Prepare tomorrow's onboarding tasks8:30pm – Finish day with everything cleared to meet SLA standards

Weekend shifts focus on urgent messages only.

What To Do Next

If you enjoy supporting people, staying organised, and keeping systems running smoothly, this role is an excellent fit.

Apply now:

Send your CV and a short note to subject line: Smarta Customer Care Role – [Your Name]

Final Word

This role is about creating a calm, premium experience for parents and ensuring every family feels supported from the moment they join.

We will give you the systems, training, and support.You bring the clarity, warmth, and consistency.

Apply today — interviews are being scheduled on a rolling basis.

Job Type: Part-time

Pay: £13.00-£15.00 per hour

Expected hours: 15 – 20 per week

Benefits:

• Work from home

Work Location: Remote