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.

Requirements

Qualifications