Questions, inquiries, issues, emergencies, they can come to you any day, and that's where our support team comes in. We're here to help and guide you through anything you might encounter. 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.
👨💻 How To Reach Our Support Team
There are two main ways for you to reach us:
- Emailing us at tutoring-support@classdojo.com
- Starting a chat with our chatbot by clicking the “Ask a question” button
When you reach out to support, you will be greeted and initially attended by RoJo 🤖, Dojo Tutor Support's AI Agent. We call this stage triage.
💡Triaging is important not only because it helps us determine the priority of your request, but also because it can lead to one of two outcomes:
- You get the answer you need right away.
- Our support team has enough information to resolve your request quickly.
🏥 What Happens After Triage?
The first thing our tutors should be aware of is that requests will first go through Dojo Tutor Support's AI Agent, no matter how urgent. Once Dojo Tutor Support's AI Agent has done triaging, it will attempt to answer your question; this can be expected via chat as well as via email. Like any bot, Dojo Tutor Support's AI Agent has its limitations, so two outcomes are possible here:
- Dojo Tutor Support's AI Agent knows exactly what the solution is and will guide you through the next steps.
- Dojo Tutor Support's AI Agent can't answer your specific questions or perform the specific actions you're requesting, but will share whatever they deem helpful and will proceed to escalate the ticket to our support team.
We're aware our tutors want to feel supported, and trust this is what we want as well, which is why we have introduced Dojo Tutor Support's AI Agent, so you can have those one-stop general questions answered directly. At the same time, we know there is nuance in many of the requests.
Because of this, we recommend that if Dojo Tutor Support's AI Agent is unable to answer or address your question/concern, please be sure to:
- Review their reply and see if it's already being escalated to a support team member.
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If it has been escalated:
- Please be sure to reply with any additional details that might be useful in case they were not included in the original message (i.e., student names, class times, error messages, screenshots, screen recordings), anything that according to Dojo Tutor Support's AI Agent or the issue at hand, anything that helps us resolve your issue faster.
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If it has not been escalated:
- Please be sure to reply stating you'd like to speak to a human or have this request escalated, and our bot will make sure to do so.
- As mentioned before, this is the perfect time to share any additional details that can help our team answer your query (i.e., student names, class times, error messages, screenshots, screen recordings).
💡 Note: Dojo Tutor Support's AI Agent will attempt to answer your question or give some more steps to try to solve the issue. This is expected behavior, but they will always mention somewhere in their replies whether the request has already been escalated to a human, so you know that soon after that message, the requests will come into our queue, and we will make sure to handle each case according to their priorities.
👋 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
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
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.
- If a family needs help, please encourage them to:
- Contact Dojo Tutor Support directly
- Use their Parent Dashboard
- Review our Help Center articles for step-by-step guidance
- Here are some articles they might find useful:
- Dojo Tutor Help Desk
- How to manage your Dojo Tutor subscription
- How to cancel your weekly subscription class
- How to reschedule a subscription class
- How to cancel a Group Class session
- How to cancel your subscription to a Group Class
- How to cancel your Dojo Tutor weekly subscription
- New for Parents: Cancel and reschedule classes from your dashboard!
- Session Rescheduling Policy Updates 🕰️
- Subscription FAQs
- Here are some articles they might find useful:
Example:
✅ 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.
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.
🕰️ Response Timelines: When Can Tutors Expect A Response
When you reach out to us, the fastest reply you'll get comes from Dojo Tutor Support's AI Agent 🤖, our automated assistant, who responds immediately. Once your request reaches the Support team, it's classified by category and assigned a priority level.
You might be wondering how we determine priority; the table below breaks down our priority levels and the expected wait time for each.
* When it comes to class rescheduling or cancellation on behalf of parents, please note that this can be done if and only if you have written consent and approval for the change, and we have enough time to apply the changes. For same-day rescheduling or cancellation, parents can do this themselves.
Clearer timelines allow for clear expectations; this way, you can have an idea of when you can receive a detailed reply from us.
💡 A helpful tip: try to keep all communication on one topic within a single conversation. If you already have an open ticket with us, feel free to continue it with more details or follow-up questions rather than starting a new one. Including all relevant details up front helps our team resolve your request more quickly. Sending multiple separate messages about the same issue can actually move your ticket back in the queue, since each new message may be treated as a new request, and that can slow things down rather than speed them up.
📌 Recommendations from your Friendly Neighborhood Support Team
- Making Urgent Requests: If your request is urgent, include the word "Urgent" in your email subject line or at the start of your chat message. Just keep in mind what qualifies as urgent on our end, so we can prioritize appropriately.
- Grouping Multiple Questions: If you have several questions, even unrelated ones, feel free to keep them in the same open chat or email as long as they fall within the same priority bracket.
- About our timelines...: Please keep in mind that these timelines can vary. They're meant to give you a general idea rather than an exact guarantee. We're a small team, but we take great care to make sure both families and tutors feel heard and supported.
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Leaving a review: Our team takes satisfaction very seriously, as you can imagine. This is why we ask you how you feel about every interaction once our team has a solution or has replied to your original request. So, when you leave a review after your request is resolved, it should reflect your experience with the agent who assisted you, not your feedback on the platform itself.
- If you have positive or constructive feedback about a policy, Lessonspace, a family, or anything outside the agent's control, please share that directly with the agent instead of factoring it into your satisfaction score.
- Your satisfaction rating (Good or Bad) is entirely up to you, and it should be based solely on your experience with the agent, not your overall experience with Dojo Tutor. Your voice and feedback matter to us; we just want to make sure it's routed through the right escalation flow so it reaches the correct team.
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Feedback on Dojo Tutor Support's AI Agent 🤖: We know the AI assistance has been an adjustment and trust that we're all ears and actively working every day on enhancing the experience. With this in mind, the same applies to conversations with Dojo Tutor Support's AI Agent.
- If Dojo Tutor Support's AI Agent isn't able to resolve your issue and you have a negative experience, please escalate the conversation to our team instead of leaving a negative review.
- Escalating gets a real person involved to help, while a negative review alone doesn't guarantee your ticket will be escalated or resolved.
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Technical Issues: When reaching out about a technical issue, please include as much of the following as possible to help us diagnose the problem quickly:
- A screenshot or screen recording showing the error
- Your device type, browser, and operating system (e.g., iPhone/iOS/Safari, Windows laptop/chrome etc.)
- Any troubleshooting steps you've already tried
🙏🏼 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.💚