Foundations Operations Specialist Save

About the Role

We’re looking for a detail-oriented operations generalist to keep the systems that power our global tutoring community running smoothly for a twelve-month contract.

You’ll help ensure volunteers, learners, and internal teams have a seamless experience—from help center support to volunteer onboarding to safety triage. This role blends operational excellence, process optimization, and problem-solving to make our volunteer-driven model scalable and sustainable.

Reporting to the Head of Foundations, you’ll work closely with the Trust & Safety Lead, Program Managers, and our CFO. Your primary focus will be User Support—managing Intercom and the Help Center to ensure timely, thoughtful assistance. You’ll collaborate with volunteers to keep resources current and partner with the team to improve cross-system workflows. Over time, you’ll also lead small process improvements and pilot Intercom improvements that make our operations more efficient and sustainable.

Applicants must be physically located in the United States and legally authorized to work in the United States. Unfortunately, we are unable to provide visa sponsorship for this role at this time.

What You'll Do

Intercom & Help Center Management (50%)

• 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.

Volunteer Operations (20%)

• 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.

Administrative & HR Support (10%)

• 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.

About You

You’re an organized, systems-minded operator who enjoys making complex workflows run smoothly behind the scenes. You thrive in fast-paced, mission-driven environments and take pride in being the person others can rely on to keep things moving.

Qualities

• You’re a proactive problem solver who notices patterns and fixes root causes.

• You take initiative in ambiguous environments—creating, documenting, and refining processes as you go.

• You’re comfortable toggling between independent deep work and quick collaboration.

• You bring empathy and sound judgment to user-facing situations.

Skills & Experience

• 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.

About working at Schoolhouse

• This is a fully remote role based in U.S. time zones, with flexible scheduling centered around U.S. Pacific Time. Because you’ll work closely with volunteers, occasional evening or weekend calls may be needed

• This is a non-exempt role with a rate for $26-30/hr, 40 hrs a week

• 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

Interview Process Overview

• A 45 minute intro call with the Hiring Manager (Head of Foundations)

• A 30 minute live assessment with Head of Foundations & T+S Lead

• A 30 minute panel-style discussion with team members to give you insight into cross-functional work at Schoolhouse

• We’ll conduct reference checks to learn more about your work experience and strengths

We are committed to building an inclusive and equitable platform for learners across the world and it’s important that our core team reflects these principles as well. We strongly encourage people from historically marginalized groups to apply. Even if you don’t meet all the criteria listed, we welcome your application—your unique experiences and perspectives might be just what we need.