Sales and Customer Operations Associate

Job Summary

The Sales & Customer Operations Associate at Tuteria will be responsible for leading the day-to-day management and optimisation of the sales pipeline and customer operations. This role combines ownership of lead conversion, sales enablement, CRM performance, and after-sales support to improve customer experience, increase conversion rates, and drive revenue across Tuteria’s local and international business units. The candidate is a proactive, data-driven team leader who can coordinate sales agents, collaborate with the customer success team, enhance operational workflows, and deliver superior outcomes for both learners and tutors.

Key Responsibilities

Sales Management

• Drive monthly bookings, revenue, and leads to customer conversion
• Identify and scale high-performing service lines (e.g., home tutoring, exam prep, adult learning, etc.).
• Oversee pricing strategy, discounts and monetisation across offerings.

Customer Experience

• Work with the customer success team and other internal teams to ensure timely, high-quality learning outcomes across all business lines.
• Drive 5-star ratings, repeat usage, and referrals.
• Maintain NPS ≥ 40.

Operations & Service Delivery

• Work with the Customer Success Team to ensure quality matching of tutors to clients with a <6 hr turnaround
• Drive operational excellence across onboarding, service delivery, complaints, and logistics
• Optimise response times and error rates, and minimise refund rates

Product & Market Insight

• Generate insights into market trends, customer pain points, and competitive positioning.
• Work with the product team to improve features, automation, and product-market fit.

Cross-Unit Collaboration

• Collaborate with marketing, brands and communications, product and other relevant teams to promote tutoring offerings through effective campaigns, marketing and experience.