Family Support Specialist (Spanish-speaking)

Tutor Me Education LLC; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

Tutor Me Education LLC is seeking a remote program coordinator to support onboarding, retention, and ongoing family engagement for tutoring services across the United States. The role emphasizes clear communication, scheduling, and proactive outreach to ensure high-quality matches.

The ideal candidate will manage referrals, monitor attendance, and coordinate with partners while maintaining accurate data and reporting. Adaptability and teamwork in a remote setting are essential.

Qualifications

• Strong time management, planning, and prioritization skills.
• Proven ability to organize, coordinate, and successfully manage multiple responsibilities in a fast-paced environment.
• Excellent written and verbal communication skills, particularly in virtual and remote work environments.

Responsibilities

• Onboarding & Placement: Call every new referral to document student learning gaps and needs, update the internal Job Board, confirm contact info and weekly schedules, send surveys within 24 hours of first session.
• Retention & Attendance Management: Audit attendance daily, troubleshoot, and call families to encourage session bookings.
• Growth & Referral Outreach: Scrub leads, conduct outbound outreach to lost leads, and reach out to district/program partners.
• Program Operations & Communication: Monitor Close tasks, resolve scheduling/technical hurdles, be primary contact for family queries, perform weekly/monthly check-ins.
• Database & Reporting: Update family data in databases and verify accuracy for KPIs and reporting.

Skills

Time management

Organization

Remote work proficiency

Communication skills

Cross-functional collaboration

Customer engagement

Job 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.

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.