Family Support Specialist (Spanish-speaking)

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 gro