Foundations Operations Specialist

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November 20

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Schoolhouse.world

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Education • Non-profit • Social Impact

Schoolhouse. world is a non-profit organization that connects learners around the globe with free, peer-to-peer tutoring. Founded by Sal Khan, the platform offers a unique educational experience where students can both receive help in subjects like math and SAT prep and volunteer as tutors themselves. The community is driven by volunteers who are passionate about education and dedicated to providing accessible learning opportunities to all. Schoolhouse. world aims to empower students through a collaborative learning environment, nurturing a global network of learners and tutors.

2 - 10 employees

Founded 2020

📚 Education

🤝 Non-profit

🌍 Social Impact

📋 Description

• Serve as the primary point of contact for issues escalated by our volunteer support team through Intercom. • Triage and resolve user support tickets, escalating complex cases as needed. • Maintain and update documentation for recurring operational issues, including clear 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 to ensure high-quality, timely responses. • Identify ways to improve Intercom workflows, routing, and response times using key support metrics. • Monitor the Safety Intercom inbox and handle low-risk issues such as spam, duplicate accounts, and minor policy clarifications, escalating higher-risk cases to the Safety Lead as needed. • Support operational tasks such as volunteer onboarding, offboarding, and hour verification. • Support lightweight volunteer recognition efforts and share weekly reports on volunteer system health and queue status. • Identify opportunities for process improvement within volunteer operations to enhance efficiency and consistency. • Process and triage virtual mailbox items weekly • 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 additional coverage during busier seasons.

🎯 Requirements

• 2+ years of experience in operations, customer support, or administrative coordination, ideally in a nonprofit or startup setting. • Strong written communication and organizational skills with high attention to detail. • Hands-on experience managing user inquiries or ticket queues in tools like Intercom or Zendesk. • Able to identify and document process improvements and onboard others to follow them. • Bonus: experience supporting volunteers or programs serving youth. • Bonus: familiarity with SQL or Metabase.

🏖️ Benefits

• 15 days paid time off, in addition to observed holidays • Health, dental, vision, and life insurance options • Work-from-home stipend and professional development stipend • HSA, 401(k) plans available • An opportunity to make direct impact on education at a global scale