Mentor Operations Specialist at Pathrise | Powderkeg

Location: Remote

Employment Type: Full-Time

Team: Open Roles

What is Pathrise?

Pathrise (YC W18) connects job seekers across North America to world class industry mentorship and career coaching to help them land a new career. The program is free upfront and our customers pay us back when they’re hired.

Built around aligned incentives, we help build equity in the job search process by providing 1-on-1 mentorship, training, and a platform to uplift job seekers and ultimately, help them fulfill their hopes, ambitions, and livelihoods. We’ve already helped more than a thousand fellows land meaningful jobs, and helped them earn over $100M in salary.

Last year, we raised our Series A and there is even more exciting growth on the horizon. In 2022, we have already expanded from 6 to 14 industries, launched a tiered pricing system with differentiated product offerings, and much more.

Our Mission 🚀

Our mission is to help people everywhere build their careers by being the world’s best career agency.

We believe the job search system is broken and can be fixed with a business model that acts on behalf of the job seeker, instead of on behalf of employers, recruiters, or schools. If this sounds interesting to you, we look forward to hearing from you!

Read more about our mission in our manifesto.

**The Role **

We’re looking to hire a new member of our program team to own mentor operations and coaching for our growing part-time network of specialists (including, but not limited to, industry mentors, mindset coaches, & career mentors). This role is perfect for you if you are passionate about Pathrise’s mission and thrive in support roles that combine an instructional coaching & customer service mindset with strong operational savvy. In this role, you will be responsible for resolving issues, collecting feedback, and managing mentor performance efficiently to improve mentor performance and strengthen the Pathrise brand.

Responsibilities - Mentor Coaching

  • Responsible for overall mentorship quality; as measured by session feedback & retention (or other metrics that may be created later)
  • Owning mentor onboarding, offboarding, & training
  • Streamlining & optimizing mentor management & training processes
  • Managing mentors in accordance with our performance policies
  • Reviewing session recordings and providing extensive feedback to mentors to help them improve
  • Identifying low performing mentors and creating 1:1 and group trainings to improve overall mentorship

Responsibilities - Mentor Operations

  • Managing our JIRA ticketing system to address requests from our network of specialists
  • Meeting or exceeding customer support SLAs and maintaining high CSAT
  • Owning all part time specialist support, troubleshooting, & coordination
  • Monitoring and managing mentor capacity & availability issues
  • Managing & maintaining workshop & resource scheduling, uploading, & troubleshooting
  • Auditing mentor hours, notes, & processes
  • Supporting other Program Ops day to day work as needed


  • 1-2 years of experience in education - either in the classroom or as an instructional coach
  • Comfortable managing up and managing subject matter experts
  • High conscientiousness and exceptional organizational, operational, & analytical skills with low error rate
  • Strong verbal and written communication skills
  • Strong de-escalation skills and intuition for driving alignment with mentors
  • Passion for the Pathrise mission and for creating a positive customer experience
  • Ability to work collaboratively, autonomously, and manage ambiguity

Preferred Qualifications

  • Experience in a startup or similar work environment
  • Experience with JIRA Service Desk or another help desk system (e.g. ZenDesk)
  • Experience with automation tools (e.g. Zapier)

Benefits & Compensation

  • 💰$50,000 - $65,000 (depending on experience and location)
  • ✈️Fully remote with company sponsored trips to yearly company events (Lake Tahoe in 2021, we're headed to Denver in 2022!)
  • ⚕️Medical, Dental & Vision benefits
  • 💸Twice-yearly Performance Bonuses
  • 🌴Unlimited PTO and flexible working hours
  • ❤️‍🩹Professional Development & Wellness Stipends
  • 🧑‍💻WFH office stipend

Our Culture

👋 We are a tight-knit community that champions for our staff to bring their authentic true selves to work and aim to provide a fun and collaborative work environment for everyone. Although we are remote we have many virtual and company sponsored in-person events. We also value diversity - our Program Ops team has leaders from different backgrounds, and exemplifies what Pathrise stands for externally as well as internally. Read more about how we aim to create a diverse and inclusive environment: What DE&I means to Pathrise ❤️🧡💛🖤🤎

Our interview process

- Phone chat with a recruiter

- Written Assessment

- Final Round - mixture of behavioral + situational interviews

Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.

If you are also interested in the fellowship, please apply here :

Job Summary
  • Job Title
    Mentor Operations Specialist
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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