Happy Holidays and Policy Updates

Happy Holidays Yup Tutors!

It is now officially winter break for most students in America. We hope you all enjoy your own well deserved breaks! The Yup Operations Team will also be working in a limited capacity during this time. Please expect delayed responses to any messages until we return on January 2nd. Reach out to henry@yup.com with any emergency questions or requests!

Disputes Policy Update

Per your feedback, we’ll be updating our dispute policy beginning in January 2020!

  • Tutors will now be able to submit an unlimited number of disputes
  • Dispute score minimum has been raised to 8
  • However, once a tutor has their second dispute rejection in a month, no more disputes will be considered for that month – even if already submitted
  • Disputes must be submitted within 7 days of grading or up until monthly deadline, whichever comes sooner

The goal of this policy is to allow maximal flexibility in submitting disputes without overloading Sharon, who personally reviews each dispute. We anticipate this new policy will allow for an increased number of disputes per tutor – but please be thoughtful about what sessions to dispute so as not to reach your limit!

As always, we are happy to hear feedback and will continue to iterate on these policies. Please note that amendments will not be made to session scores/categories/tags; we are only able to ignore scores. Additionally, we will continue to disallow tutor disputes of thumbs up/thumbs down at this time, on the grounds that such disputes are often too subjective. 

Thank you and happy tutoring!

TGP Survey Feedback and Winter Break Schedules

TGP Survey Feedback:

Thank you for all your responses to the Tutor Survey! It’s very important to us that we incorporate tutor feedback in our systems and processes. We hope to create an environment where you feel comfortable reaching out at any point with observations and suggestions!

We’re happy to announce that the overwhelming sentiment is that the TGP Refresh Process went smoothly. That said, we also heard back on a few new policies that will be areas of focus for improvement. These included the introduction of the Poor Communication tag, improvements to the whiteboard, and easier ways to see which hours are available. A few notes on how we’re responding to those points of concerns:


  • Clarifying Poor Communication Tag: While this tag does make a session eligible, it does not impact pedagogy scores. We’re continuing to align on this tag so that it accomplishes the goal of improving tutor communication without overly penalizing.
  • Whiteboard Improvements: We’ve moved up whiteboard UX/UI improvements on our product roadmap, but it will take some time to revamp. It is a fairly large engineering endeavor.
  • Hours Availability: We’ve introduced a Google Sheet tutors may use to list available hours in advance
  • Detailed breakdown of the survey can be found here. Enjoy!


Winter Break Schedules:

In anticipation of students going on break for the US winter holidays, we will be implementing a Winter Schedule that extends from December 20th to January 5th

Process: Yup Scheduling will manually reduce scheduled hours for each tutor, with the goal of reducing hours in a proportionate and fair manner.

  • Please email Yup Scheduling by end of day 12/10 if you need to remove specific hours from your holiday schedule (e.g., take vacation for two weeks).
  • Unfortunately, we are unable to offer special consideration for keeping hours – it would be unfair to all tutors to attempt to make special accommodations for individuals.
  • Keep in mind this is only 2 weeks – apologies if you feel your hours are not perfect!

Final winter schedules will be emailed to tutors on 12/13.

As always, please let us know at tutor.support@yup.com if there are any questions. Happy tutoring!

November Outstanding Student Feedback Winner

Congratulations to Prabhat Kumar Kushwaha for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Prabhat’s exceptional student feedback comments include:

  • “Mr. Kushwaha was not only encouraging but, he also helped me figure out the correct answer by thoroughly explaining the problem and helping me through the process. :)”
  • “Thank you for being extremely thorough and helping me visually see where I went wrong in my work! Thank you for being kind and understanding.”
  • “thank you SO SO much for your time and help today!! you thoroughly explained many concepts & cleared up various questions I had. I appreciate all the guidance today :)”
  • “Thank you so much that problem was impossible at first but now I can’t wait to do more math.”
  • “Thank you so much for the help! You were very friendly and really helped me to understand the problem better! I could definitely see how much you love math!”

Way to go Prabhat

Launching “Favorite Tutors” Feature

We know that students can sometimes work better with certain tutors. In response to both student and tutor feedback, we are excited to announce a new upcoming feature for students.

Starting on Wednesday, December 4 students will have the chance to “favorite” tutors whom they enjoy working with. This will increase the likelihood that the student and tutor are matched in the future!

We anticipate students might mention or ask about this feature in sessions. Please direct students to reach out to support@yup.com with any inquiries.

As always, let us know if you have any questions at tutor.support@yup.com. Happy Thanksgiving to our US based tutors and a happy weekend to all!

Quick Tutoring Reminders!

A big thanks to everyone for ensuring the Tutor Growth Pathway refresh process was smooth and efficient. We hope that everyone is excited for the upcoming winter holidays and then the next semester!

1.1 Reminder

We want to encourage tutors to use student’s presession responses to help with probing questions. For example, if the student indicates that they have started the problem, but you don’t see any work, you can ask, “I see you’ve started this problem already! Can I see the work you’ve done on it please?

Similarly, if the student has not started the problem but has done similar problems, you can ask, “I see you’ve done similar problems before. What was your first step in those?” 

Or when the student has neither started the problem nor done similar problems, you can ask something specific to the problem, like if the student is familiar with a particular concept.

Refresh Process Survey Reminder

Thank you to the 18 tutors who have participated already! For those of you have not had a chance to, please fill out the survey by the end of next week; answers will inform any necessary changes for the next refresh process.

Thank you for your great work and please send any questions to tutor.support@yup.com!

October Payroll and October Outstanding Student Feedback Winner

October Student Feedback Award

Congratulations to Ricky Liu Chen for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Ricky’s exceptional student feedback comments include:

  • “Thanks for helping me understand that problem, I’ve been stuck on it for a while. So thanks so much for helping me!”
  • “Thank Mr. Chen for your help. It was a lot of fun”
  • “He was very nice and great to work with he was very polite. I would love to work with him once more :)”
  • “He really helped me understand the material and I feel so much more confident”
  • “thank you so much for your help today, as many of the steps I needed help with were simple to understand. my application of certain ideas wasn’t clear, and you helped me make it more understandable. thanks again :)”

Way to go Ricky

October Payroll and Tutor Growth Pathway (TGP) Refresh Reminder

A quick reminder that the end of the month of October yesterday also marked the end of our first Tutor Growth Pathway refresh cycle! A few quick reminders:

  • October payroll will be sent out on Tuesday, November 5th per standard Yup policy
  • Submit any disputes by end of day on Sunday, November 3rd
  • TGP refresh process will begin on Monday, November 4th
  • Review last week’s Newsfeed Post for more details on the refresh process

Thank you for your great work and please send any questions to tutor.support@yup.com!