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.

Requirements

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.

Benefits

Fully Remote!

PTO

Etc.

Family Support Specialist (Spanish-speaking)