Student Success Team Specialist: At-Risk

About OpenEd

At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country.

Our Culture (The Foundation of Everything We Do)

Culture at OpenEd is intentional. It’s defined by what we promote—and what we tolerate. Our latest eNPS (employee net promoter score) of 76 places OpenEd in the top .1% of technology companies. Our values aren't just words; they are non-negotiable principles that guide every decision:

• Customer First – Obsessed with delivering value; we fight tirelessly for our learners and families.

• Hard Choices, Easy Life – Face challenges directly, swiftly, and transparently.

• I Did > We Should – Action over theory; bring experiments, not just opinions.

• Learn Out Loud – Share your growth openly; feedback is a gift, ego is the enemy.

• Prioritize Ruthlessly – Excellence in the few critical areas over mediocrity everywhere.

• Fast AND World Class – Speed doesn’t compromise quality.

• Strong Opinions, Weakly Held – Advocate passionately, adjust readily.

• Make Others Famous – Elevate your colleagues, partners, and community.

We're currently accepting applications from those living in: AR, AZ, CO, FL, GA, ID, IN, IL, IO, KS, MA, MD, MN, MO, MT, NC, NM, NV, NY, OH, OK, OR, RI, SC, TN, TX, UT, VA, WA, WI, WV.

About the Role

We are seeking a compassionate, solutions-oriented professional to support at-risk students and their families through individualized outreach and intervention. In this role, you will build trusting relationships with families—by phone, text, email, and virtual meetings—often during sensitive or challenging circumstances. You'll listen carefully to identify academic and personal barriers, help develop practical next steps, and follow through consistently to re-engage students, monitor progress, and adjust support plans when concerns persist.

You will manage a caseload of students, maintaining accurate documentation of support plans, interventions, and outcomes, while coordinating closely with team leads, teachers, tutors, and assessment staff to ensure every student receives aligned, timely support. The ideal candidate brings a background in student support, social work, counseling, education, or related family-facing work, along with strong emotional resilience, sound judgment, and a commitment to confidentiality and professional boundaries. Above all, you believe in meeting families where they are and helping students overcome barriers through consistent encouragement and thoughtful intervention.

Who You Are

• A compassionate, steady presence for students and families navigating difficult moments.

• Experienced in student support, social work, counseling, education, intervention, or a related family-facing field.

• Skilled at building trust with families through phone calls, texts, emails, and virtual meetings — even during sensitive or challenging situations.

• A careful listener who can identify the academic or personal barriers behind a student's disengagement and turn them into practical next steps.

• Emotionally resilient, with sound judgment and the ability to maintain empathy, confidentiality, and professional boundaries in hard conversations.

• Proactive and persistent — you consistently reach out, re-engage students, monitor progress, and follow up when plans stall.

• Organized and detail-oriented, able to manage multiple student cases with accurate notes, support plans, and progress documentation.

• A natural collaborator who coordinates with team leads, teachers, tutors, and assessment staff to keep student support aligned.
  

This Role Will Excite You If...

• You find genuine meaning in helping at-risk students get back on track — and you don't give up after the first unanswered call.

• You're energized by proactive outreach: re-engaging families, monitoring progress, and following through until a plan actually sticks.

• You like being a problem-solver, not just a listener — identifying academic and personal barriers and building realistic paths around them.

• You take pride in clean case management: clear notes, current support plans, and documentation your teammates can rely on.

• You want to work across teams, coordinating with educators and support staff so no student falls through the cracks.

• You can hold empathy and professionalism at the same time, even when conversations are hard.

Success Metrics

• Family engagement: Consistent, timely outreach to assigned families, with high contact and response rates across calls, texts, and emails.

• Student re-engagement: Measurable improvement in attendance, participation, or progress for students on your caseload.

• Follow-through: Every open concern has a documented next step, and stalled plans are escalated or revisited within a defined timeframe.

• Documentation quality: Case notes, support plans, and intervention updates are accurate, current, and audit-ready.

• Cross-team coordination: Teachers, tutors, and team leads report clear communication and aligned support plans for shared students.

• Barrier resolution: Barriers are identified early and paired with concrete action plans, with progress tracked to resolution.
  

Team & Autonomy

• You'll join a collaborative student support team, working alongside team leads, teachers, tutors, and assessment staff who share your commitment to student success.

• You'll own your caseload — managing your own outreach schedule, follow-ups, and support plans with the trust and flexibility to prioritize what each family needs most.

• You'll have the autonomy to make day-to-day judgment calls in family conversations, with clear escalation paths and team lead support when situations are complex or sensitive.

• You'll work independently in a remote/virtual environment, connecting with families by phone, text, email, and video — while staying closely connected to your team through regular check-ins.

• Your voice matters: you'll be encouraged to flag patterns, suggest process improvements, and help shape how the team supports at-risk students.

• You'll never be on an island — difficult cases are shared challenges, and the team collaborates openly on strategies, resources, and next steps.
  

Reporting Line:

• This role reports to the Student Success Team Senior Lead

EEO Statement

OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

OpenEd participates in E-Verify.