[Remote] Foundations Operations Specialist at Schoolhouse

Remote

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

NoVisa

Education, Non-ProfitIndustries

Requirements

Physically located in the United States and legally authorized to work in the United States (no visa sponsorship available)
Organized and systems-minded operator who enjoys making complex workflows run smoothly
Proactive problem solver who notices patterns and fixes root causes
Takes initiative in ambiguous environments—creating, documenting, and refining processes
Comfortable toggling between independent deep work and quick collaboration
Brings empathy and sound judgment to user-facing situations
Detail-oriented operations generalist with skills in operational excellence, process optimization, and problem-solving

Responsibilities

Serve as primary point of contact for issues escalated through Intercom (50% time allocation)
Triage and resolve user support tickets, escalating complex cases as needed
Maintain and update documentation for recurring operational issues, including escalation protocols and communication pathways
Partner with volunteers to keep help center articles and macros up to date
Support and guide volunteers on the Intercom team for high-quality, timely responses
Identify improvements to Intercom workflows, routing, and response times using support metrics
Monitor Safety Intercom inbox and handle low-risk issues (e.g., spam, duplicate accounts, minor policy clarifications), escalating higher-risk cases
Support volunteer onboarding, offboarding, and hour verification (20% time allocation)
Support lightweight volunteer recognition efforts and share weekly reports on volunteer system health and queue status
Identify process improvements within volunteer operations for efficiency and consistency
Process and triage virtual mailbox items weekly (10% time allocation)
Support CFO with new state payroll registrations and tax filings
Manage state charitable registration filings
Process donations and send acknowledgement letters
Assist with weekly safety queue reports and provide coverage during busier seasons
Lead small process improvements and pilot Intercom enhancements for efficiency and sustainability

Skills

Key technologies and capabilities for this role

IntercomHelp Center ManagementUser SupportVolunteer OnboardingProcess OptimizationTrust & SafetyWorkflow ImprovementProblem SolvingOperations

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position, but applicants must be physically located in the United States and legally authorized to work there.

What are the main responsibilities of this role?

The role focuses on Intercom & Help Center Management (50%) including triaging tickets and updating documentation, Volunteer Operations (20%) such as onboarding and reports, plus process improvements.

Who does this role report to and collaborate with?

The role reports to the Head of Foundations and works closely with the Trust & Safety Lead, Program Managers, and the CFO.

What is the employment type and duration for this position?

This is a full-time twelve-month contract position.

What qualities make a strong candidate for this role?

A strong candidate is detail-oriented, excels in operational tasks, process optimization, problem-solving, and has experience with user support tools like Intercom.

Schoolhouse

Free online tutoring platform for students

About Schoolhouse

Schoolhouse.world provides free online tutoring services to students around the world, focusing on middle and high school subjects. The platform offers live, interactive sessions led by volunteer tutors who have proven their expertise through a certification program. This ensures that students receive quality academic support without any cost, making it accessible to everyone regardless of their financial situation. Unlike many educational platforms that charge fees, Schoolhouse.world is funded through donations and partnerships with educational institutions. The platform covers various subjects, including math and physics, and also allows students to earn certifications to demonstrate their knowledge, which can help in college applications. The goal of Schoolhouse.world is to democratize education and create a supportive community for learners and educators globally.

Mountain View, CaliforniaHeadquarters

2020Year Founded

VENTURE_UNKNOWNCompany Stage

EducationIndustries

201-500Employees

Benefits

Fully remote

Competitive Salary

Risks

Increased competition from other free online tutoring platforms like Tutor.com and Chegg.

Dependence on donations and partnerships poses financial risks during economic downturns.

Maintaining tutor quality as the platform scales could affect user satisfaction.

Differentiation

Schoolhouse.world offers free, high-quality tutoring through a community-driven model.

The platform provides certifications that aid in college admissions for students.

Volunteer tutors are certified, ensuring high-quality educational support.

Upsides

Partnerships with universities enhance the platform's credibility and reach.

AI-driven tools offer personalized learning experiences, improving student outcomes.

Growing demand for online tutoring post-pandemic boosts platform usage.

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