Family Support Specialist

This job is fully Remote! Clear and excellent English communication skills, Spanish skills, technology skills, and organization skills, required.

Responsibilities

Onboarding & Placement

• Call every new referral to document student learning gaps, specific needs, availability, etc.
• Immediately update the internal Job Board with student profiles so the matching team has the data needed to source the right tutor
• Confirm the tutor and family have exchanged contact info and that a recurring weekly schedule is officially established
• Send standardized SMS/Email surveys to parents within 24 hours of the first session to confirm satisfaction and lock in the match

Retention & Attendance Management

• Audit attendance daily to ensure tutors and students are meeting weekly; initiate immediate inquiries with the family if a session is missed
• Call families with waning attendance (2+ consecutive missed sessions) to troubleshoot scheduling conflicts or tutor friction
• Flag and follow-up tutor change requests to ensure students don't lose momentum during a transition
• Compare authorized hours vs. actual hours for every student; call parents of under-utilizing students to encourage session booking and protect contract value

Growth & Referral Outreach

• Scrub potential leads through the sales pipeline
• Conduct outbound outreach to lost leads or those who previously expressed interest but never started the program
• Proactively conduct outreach to lists of students referred from district/program partners

Program Operations & Communication

• Monitor and respond to all incoming Close tasks and messages to maintain the communication standard
• Resolve scheduling, communication, or technical hurdles the moment they arise to prevent session cancellations
• Act as the primary point of contact to ensure 100% of family queries and concerns are addressed within the business day.
• Execute the scheduled cadence of weekly, bi-weekly, and monthly check-ins with families.
• Identify schedule changes or attendance red flags and assign follow-up tasks to the relevant team members.

Database & Reporting

• Update and scrub family-related data in program databases to ensure accuracy.
• Verify data accuracy for internal KPIs and external partner/district reporting to ensure billing compliance.

Qualifications

• Strong time management, planning, and prioritization skills.
• Proven ability to organize, coordinate, and successfully manage multiple responsibilities in a fast-paced environment.
• Demonstrates a professional, positive, and approachable demeanor.
• Able to effectively prioritize and focus on key objectives in a dynamic environment where priorities may shift over time.
• Excellent written and verbal communication skills, particularly in virtual and remote work environments.
• Proficient in utilizing a variety of communication channels, including in-person meetings, telephone, email, and video conferencing platforms.
• Skilled at building engagement, rapport, and trust in virtual relationships with customers, colleagues, and stakeholders.
• Collaborative team player who works effectively with diverse individuals and cross-functional teams.
• Demonstrates learning agility and adaptability, readily adjusting behaviors and approaches to meet evolving business needs.
• Quick to learn and apply new skills, tools, and processes as required.
• Proven ability to develop, manage, and strengthen virtual relationships with customers, employees, and external partners, including local schools and community organizations.
• Experience managing and supporting remote educators and distributed teams.
• Self-motivated and capable of working independently with minimal supervision.
• Comfortable navigating ambiguity and adapting to changing circumstances.
• Bachelor’s degree required.
• Minimum of 2–3 years of progressive professional experience demonstrating increasing levels of responsibility and career growth.
• Experience working in a remote operations environment and collaborating with virtual teams.
• Bilingual proficiency in English and Spanish is highly preferred.
• Strong knowledge of the K–12 education sector, including Special Education (IEP/504) and/or Foster, Homeless, and Youth (FHY) populations, is highly preferred.
• Proficient in Microsoft Office Suite and Google Workspace applications.

Fully Remote!

PTO

Etc.