Family Engagement Specialist

Stride, Inc.

1d•Remote

About The Position

The Family Engagement Specialist provides exceptional customer service and onboarding support to students and families enrolled in K12-powered school in Arizona. This role combines technical assistance, relationship building, and proactive engagement to ensure families and students have what they need to successfully navigate online learning. The Family Engagement Specialist serves as a trusted resource for new families, guiding them through account setup, attendance expectations, and early engagement, while maintaining the high standards of support expected of K12-powered school staff. K12, a Stride Company, believes in Education for ANY ONE. They provide families an online option for a high-quality, personalized education experience, where students can thrive, find their passion, and learn in an environment that encourages discovery at their own pace. Passionate Educators are needed at the Stride K12 partner school, North Carolina Virtual Academy (NCVA). The mission of North Carolina Virtual Academy (NCVA) is to provide an exemplary individualized and engaging educational experience for students by incorporating school and community/family partnerships coupled with a rigorous curriculum along with a data-driven and student-centered instructional model. Student success will be measured by valid and reliable assessment data, parent and student satisfaction, and continued institutional growth within the academic community.

Requirements

High School Diploma
One (1) years of relevant customer support work experience
OR Equivalent combination of education and experience
Ability to clear required background check.

Nice To Haves

Strong organizational and time management skills
Excellent written and verbal communication abilities
Proficiency in Microsoft Excel, Word, and Outlook
Experience with student information systems or similar databases
Strong attention to detail and ability to manage multiple priorities

Responsibilities

Deliver exceptional customer support via phone, chat, and email to students, families, and school staff, focusing on onboarding and engagement.
Welcome new families to K12 Schools and guide them through account setup, platform navigation, and orientation resources.
Assist with login and password resets, platform access, and other basic technical supports.
Provide clear attendance guidance and emphasize the importance of daily participation and engagement.
Proactively identify and contact students or families showing early signs of disengagement or irregular attendance.
Conduct follow-up calls or messages during the initial weeks of enrollment to ensure students are attending and engaging consistently.
Accurately document all interactions and support cases in PowerSchool with clarity and completeness.
Apply knowledge of school systems, policies, and procedures to resolve requests.
Track and share customer feedback and recurring issues with school leadership for continuous process improvement.
Provide informal peer support by sharing resources, answering questions, and demonstrating effective problem-solving approaches.
Assist leadership and the Family Engagement Coordinator with onboarding, peer coaching, and refresher training as needed.