Position: Lesson Success Coordinator
Type: Part-time/ Individual Contributor
Term Position: September 2026 to April 2027 (with potential for extension based on business needs)
Location: Remote Within Canada (Headquarters in Winnipeg, Manitoba)
Reports to: Director of Operations, Tutoring
Pay Rate: Hourly, $19-22/hour 10-25 hours per week
Peak Hours: 11:00 - 4:00 CST
Hoot Reading is a leading online tutoring provider delivering 1:1, evidence-based literacy instruction through a network of qualified teachers. Partnering with K–12 school districts, educational organizations, and families across North America, Hoot provides high-impact tutoring and intervention support to help transform children's lives through literacy.
The Lesson Success Coordinator is the first point of contact for school partners and teachers, providing responsive customer service, monitoring live lessons in real time, assisting with scheduling, troubleshooting tech issues and answering tickets in a timely manner. This role directly supports student learning outcomes by keeping lessons running smoothly.
Key Responsibilities
- Customer Service & Problem Solving – Serve as the primary point of contact for Hoot teachers, provide solutions-oriented support; troubleshoot issues, resolve concerns efficiently, and escalate complex problems when necessary.
- Live Lesson Monitoring – Observe lessons in real-time to ensure teachers join on time, lessons run smoothly, and students complete sessions successfully; address any issues promptly or escalate as needed.
- Scheduling Assistance – Support with lesson scheduling, reschedules, and teachers with lesson substitutions, ensuring alignment with daily lessons and teacher availability.
- Process Documentation & SOP Development — Create and maintain templates, and standard operating procedures for common tickets, scheduling scenarios, and escalation paths, reducing response time and ensuring consistent, high-quality support across the team.
Key Metrics:
- Ticket Response Time
- First Contact Resolution Rate
- Live Lesson Monitoring (teacher no-shows, late joins, etc.)
- SOP Template Adoption
The Ideal Candidate:
- Excellent written and verbal communication skills; professional, friendly, and empathetic with all stakeholders.
- Highly organized with strong attention to detail; able to manage multiple inquiries, schedules, and deadlines simultaneously.
- Strong troubleshooting skills; able to independently resolve issues or escalate appropriately.
- Experience in customer service or help desk roles, provides white glove service to all stakeholders.
What it’s like to work at Hoot:
- We are a casual and fun culture of highly-motivated individuals aligned on our mission to change children’s lives through literacy
- We provide opportunities for you to take ownership of a challenge and see it through to completion, with the guidance and support you need to be successful
- All ideas and opinions are heard. We believe in the disagree and commit philosophy
- We utilize Slack for internal communication instead of emails
- We offer a flexible and remote-friendly work environment (within Canada)
- We value work-life balance
How to Apply:
Please send a resume and a brief paragraph on why you would like to join our team to:
Hoot Reading strives to build an inclusive environment where all team members feel valued, respected and supported. We are dedicated to building a team that reflects the diversity of the communities we serve. As part of this commitment, we encourage applications from historically underrepresented and excluded groups. If you require an accommodation during the selection process, please let us know and we will work with you to meet your needs.
Pay: $19.00-$22.00 per hour
Work Location: In person
