Family Support Specialist, Spanish-speaking

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Contact every new referral to record student learning gaps, specific needs, availability, and more.

• Promptly update the internal Job Board with student profiles to provide the matching team with necessary data for sourcing the appropriate tutor.

• Ensure that the tutor and family have exchanged contact information and that a recurring weekly schedule is officially set.

• Distribute standardized SMS/Email surveys to parents within 24 hours after the first session to confirm satisfaction and solidify the match.

• Review attendance daily to verify that tutors and students are meeting weekly; initiate immediate inquiries with the family if a session is missed.

• Reach out to families with declining attendance (2+ consecutive missed sessions) to address scheduling conflicts or tutor issues.

• Identify and follow up on tutor change requests to ensure students maintain momentum during transitions.

• Compare authorized hours with actual hours for each student; contact parents of students who are under-utilizing sessions to encourage booking and protect contract value.

• Assess potential leads throughout the sales pipeline.

• Conduct outbound outreach to lost leads or those who previously expressed interest but did not enroll in the program.

• Proactively reach out to lists of students referred from district or program partners.

• Monitor and respond to all incoming Close tasks and messages to uphold communication standards.

• Resolve scheduling, communication, or technical challenges as they arise to prevent session cancellations.

• Serve as the primary point of contact to ensure all family inquiries and concerns are addressed within the business day.

• Implement the scheduled cadence of weekly, bi-weekly, and monthly check-ins with families.

• Identify changes in schedules or attendance issues and assign follow-up tasks to the appropriate team members.

• Update and verify family-related data in program databases to maintain accuracy.

• Confirm data accuracy for internal KPIs and external partner/district reporting to ensure billing compliance.

⛳️ Requirements

• Strong skills in time management, planning, and prioritization.

• Demonstrated ability to organize, coordinate, and successfully manage multiple responsibilities in a fast-paced setting.

• Exhibits a professional, positive, and approachable demeanor.

• Capable of effectively prioritizing and concentrating on key objectives in a dynamic environment where priorities may change.

• Excellent written and verbal communication skills, especially in virtual and remote work settings.

• Proficient in utilizing various communication methods, including in-person meetings, telephone, email, and video conferencing platforms.

• Skilled in fostering engagement, rapport, and trust in virtual relationships with customers, colleagues, and stakeholders.

• Collaborative team player who effectively works with diverse individuals and cross-functional teams.

• Demonstrates agility in learning and adaptability, adjusting behaviors and methods to meet changing business needs.

• Quick to learn and implement new skills, tools, and processes as necessary.

• Proven ability to develop, manage, and enhance virtual relationships with customers, employees, and external partners, including local schools and community organizations.

• Experience in managing and supporting remote educators and distributed teams.

• Self-motivated and capable of working independently with minimal supervision.

• Comfortable navigating ambiguity and adapting to evolving circumstances.

• Bachelor’s degree is required.

• A minimum of 2–3 years of progressive professional experience demonstrating increasing responsibility and career advancement.

• Experience in a remote operations environment and collaboration 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.