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
