Case Study:
The Princeton Review: Always-On Student Success Support
Overview
We partnered with The Princeton Review, one of the most recognized names in test prep and academic tutoring, to staff and manage a dedicated team of Student Success Associates. Our team keeps their student support operations running around the clock, ensuring that every student who reaches out gets a timely, high-quality response regardless of time zone or demand volume.
The Challenge
The Princeton Review's student-facing support operation required consistent, high-quality coverage across a wide range of student needs, from session scheduling and progress check-ins to troubleshooting and general academic support. Maintaining that level of responsiveness with a lean internal team was unsustainable. They needed a reliable partner who could provide dedicated, always-available support staff without the overhead of building out a large internal function.
Our Approach
Outpost embedded a team of 10+ Student Success Associates directly into The Princeton Review's operations. Our associates handle the full scope of student-facing support: managing inbound inquiries, coordinating between students and tutors, tracking student progress, and ensuring no student falls through the cracks. We structured the team to provide continuous coverage, so support is never dependent on a single time zone or individual's availability. Each associate was onboarded into The Princeton Review's systems and workflows, operating as a true extension of their internal team rather than an outside vendor.
Business Impact
Outpost gave us the operational backbone we needed to serve our students at the level they deserve. Their team showed up, learned our systems, and hit the ground running. It feels like they've always been part of us."
— Roman Larson (SVP, Transformation, Student Success & Operations, The Princeton Review)
