Our Customer Experience (CX) team is here to support you throughout your Dojo Tutor journey. To help us provide timely, accurate, and effective support, we ask that tutors review and follow the guidelines below before reaching out.
Clear communication and shared expectations allow us to better support you—and the families you work with.
How Customer Experience (CX) Can Help
Our CX team can assist tutors with:
- Account and platform questions
- Billing and payout-related questions
- Clarifying Dojo Tutor policies and processes
- Directing you to the correct Help Center articles and resources
Best practice:
Before writing in, check whether your question is already covered in the Help Center. Many common questions (payouts, scheduling, reliability, trials, substitutes, etc.) are answered there with step-by-step guidance.
Important Support Guidelines
1. Contacting CX on Behalf of Families
Tutors should not contact CX on behalf of families.
- Families must reach out directly so we can verify their account and protect their privacy.
- This helps us ensure accurate, secure support for everyone.
Example:
âś… What to do: Encourage the family to contact Dojo Tutor Support directly through the Help Center.
❌ What not to do: Email CX requesting refunds, schedule changes, or account actions for a family.
2. Trial Class Assignments
Customer Experience cannot manually assign trial classes.
- Trial selection is fully family-driven.
- Families choose tutors based on their personal preferences and learning needs.
This applies to everyone at Dojo Tutor; trial placement is not adjusted manually.
Best practice:
Keep your profile, availability, and welcome video up to date to improve visibility and trial selection.
3. Response Times
We are deeply committed to responding as quickly as possible while ensuring thoughtful, accurate answers.
- Most tutors can expect a response within 6 hours
- In some cases, responses may arrive by the next business day
Note: More complex questions (policy clarifications, escalations, or investigations) may take additional time.
Start with the Help Center
For the fastest answers, we recommend starting with the Help Center.
It includes:
- Step-by-step guides
- FAQs for common tutor questions
- Policy explanations
- Platform updates and announcements
Many issues can be resolved immediately without needing to contact CX.
Example topics covered in the Help Center:
- Payouts and pay periods
- Reliability and cancellations
- Trial classes
- Substitute sessions
- Dashboard metrics
Writing to CX: Best Practices
When reaching out to CX, please:
- Be clear and concise
- Include relevant details (dates, class type, screenshots if applicable)
- Keep one issue per request when possible (avoid sending multiple emails about the same issue)
This helps us resolve your question more efficiently and with reduced back-and-forth! You can reach out to CX by filling out the support request form here.
Thank you!
We truly appreciate your partnership, patience, and professionalism as we continue building and improving Dojo Tutor.
Clear communication and shared expectations help us better support you and the families who trust you with their child’s learning.💚