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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in family engagement and retention strategies, with a strong focus on onboarding processes and understanding of educational requirements. Proficient in managing family relationships and addressing their needs through effective communication and problem-solving.
Highest-signal resume keywords
Family Engagement ManagementOnboarding Experience OwnershipCRM/Support Platform ExperienceK-12 Education FamiliarityHigh-Volume Communication Handling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Family SupportAccount ManagementIntervention AssessmentProcess ImprovementCompliance Adherence
Soft Skills
CommunicationProblem-SolvingFlexibilityProactive Intervention
Tools & Technologies
OpenEd PlatformHubSpotSalesforceZendeskGoogle Products
Industry Keywords
K-12 EducationVirtual EducationHomeschoolingEnrollment ManagementAttendance Monitoring
About the role
Key responsibilities & impact- Manage a portfolio of families, developing and executing engagement and retention plans tailored to each state's requirements and family needs
- Own the onboarding experience from enrollment through a successful start, including orientations, Q&A sessions, and parent 1:1s
- Ensure families understand learning expectations, attendance, learning logs, funding, ordering, academic supports, and key deadlines
- Assess student and family needs and determine appropriate interventions or connect families to tutoring, live support, or the Learning Team
- Maintain expert-level knowledge of the OpenEd platform, curriculum/resources, wallet/funding, ordering, tutoring, Learning Team, assessments, learning logs, attendance, onboarding, and partner districts
- Serve as the state subject-matter expert on program requirements, deadlines, enrollment and partner-district requirements, attendance and assessment rules, funding basics, grade placement rules, and state-specific parent pain points
- Host office hours and state-specific sessions
- Monitor family health and proactively intervene on learning log, assessment, attendance, and disengagement issues
- Own renewal by guiding returning families through re-enrollment questions and requirements
- Handle escalated cases and own family issues through resolution or handoff
- Own end-to-end family relationships and coordinate communication from other departments
- Lead Facebook community engagement for assigned states and monitor family sentiment
- Identify systemic issues and recommend process, communication, or training improvements
- Attend team meetings and perform other assigned duties
- Adhere to regulations, policies, procedures, and compliance obligations
Requirements
What you’ll need- Prior experience in family/customer support or account management roles at scale
- Prior K-12, homeschool, or virtual education experience is a plus, not required
- Experience with CRM/support platforms such as HubSpot, Salesforce, or Zendesk is a plus
- Ability to handle a high volume of phone and email communication and meet monitored answer-rate and callback SLAs
- Commitment to maintaining flexible availability during traditional business hours in the Mountain Time Zone
- Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc.
- Access to a smartphone, high-speed internet, computer, webcam, and headset
- Must be eligible to work in the U.S.
Benefits
Comp & perks- Bonus offered
- Remote work
- Flexible availability during traditional business hours in the Mountain Time Zone
- Access to a smartphone, high-speed internet, computer, webcam, and headset