Family Support Specialist (Spanish-speaking)

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4 · Your working hours

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5 · Trust

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Full description

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. Originally posted on Himalayas