Student Success Team Specialist: At-Risk & Live Support

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 Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems.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

At-Risk Support

The Student Success Team Specialist supports at-risk students through challenging circumstances (such as hospitalization, health concerns, and loss) when other communication has failed. Through the processes of personalized and proactive outreach, you will help create individualized support plans to address and remove barriers that adversely impact a student’s path to success. This highly trusted role requires strong problem-solving, creativity, and compassionate support as families invite us into some of the most challenging moments of their lives. By gathering critical data, coordinating interventions, and ensuring meaningful follow-up, this position helps remove barriers, create solutions, and improve student outcomes.

This role involves consistent outreach to students and families through Google Voice calls and text messaging during reasonable daytime and evening hours, allowing for flexible and responsive communication when support is most needed. Responsibilities include scheduling and facilitating Zoom meetings to address family and student concerns, collaborating on actionable support plans, and providing regular follow-up to monitor progress, adjust interventions, and ensure families feel supported throughout the process.

Live Support

In addition to core at-risk support responsibilities, this role includes a specialized focus on coordinating support services and ensuring consistent communication between students, families, and teachers. The specialist supports scheduling and facilitation of Zoom support sessions where students can come and work with teachers in small group settings. You will be accountable for tasks such as managing attendance tracking, documenting supports provided, and conducting follow-up communication through email and messaging. Working closely with the team lead, this role helps ensure support resources are effectively aligned to student needs, services are delivered consistently, and all interactions are documented to demonstrate progress monitoring and continuous improvement of support systems.

Your Immediate Impact

• Support At-Risk Students Through Proactive Outreach

  • Own consistent outreach to students and families through phone, text, and virtual meetings during key moments of academic or personal concern

  • Build trust with families by providing timely, compassionate communication during challenging situations

  • Identify barriers to student success early and take action to provide meaningful support

• Develop and Guide Individualized Support Plans

  • Lead problem-solving conversations that uncover student and family needs

  • Create actionable intervention and support plans designed to improve engagement, academic progress, and long-term outcomes

  • Provide consistent follow-up to monitor progress, adjust plans, and ensure accountability

• Strengthen the MTSS and Pre-Referral Process

  • Coordinate with families, teachers, and internal teams to ensure interventions are documented, strategic, and effective

  • Help families confidently navigate complex educational systems with clarity and care

• Assist in Support Implementation and Student Engagement

  • Assist Live Support services by opening Zoom sessions, welcoming students, helping facilitate smooth operations, and supporting teacher coordination

  • Track attendance, student participation, and MTSS-related data to strengthen intervention effectiveness

  • Monitor engagement and help identify students who may require additional outreach or support

• Participate in Ongoing Family Relationship

  • Maintain regular communication with families as plans progress

  • Re-engage students or families when progress stalls or additional barriers emerge

  • Serve as a trusted guide through some of the most difficult educational challenges families may face

• Operate with Precision, Creativity, and Compassion

  • Manage multiple student cases while maintaining high-quality communication and documentation

  • Use creativity and strong problem-solving skills to develop solutions for unique student needs

  • Track interventions, outcomes, and progress to strengthen team systems and improve future support

Success Metrics:

• Response Time: Initial outreach completed within 24–48 hours of case assignment or identified concern

• Documentation Accuracy: ≥ 95% of student records, support plans, and intervention data maintained accurately and on time

• System Improvement Contributions: Regular identification of process gaps, recurring barriers, and workflow improvements that strengthen team scalability and student outcomes

Who You Are:

• A compassionate relationship builder who creates trust-based connections with students and families during some of their most challenging educational experiences

• A proactive problem-solver who thrives on identifying barriers, creating creative solutions, and guiding families toward meaningful progress

• A highly trusted advocate who approaches sensitive family situations with professionalism, empathy, and sound judgment

• A skilled communicator who can clearly navigate difficult conversations, educational processes, and intervention planning with confidence and care

• A detail-oriented, data-driven team member who gathers, organizes, and applies critical student information to drive effective support strategies

• A student-centered support specialist who is deeply committed to helping every child overcome obstacles and access personalized pathways to success

This Role Will Excite You IF:

• You’re energized by supporting students and families through meaningful challenges where your work can directly improve lives

• You thrive in relationship-driven roles that require trust, compassion, problem-solving, and consistent follow-up

• You enjoy creating personalized solutions, removing barriers, and guiding families through complex educational support systems

• You are passionate about helping at-risk students succeed and believe in the power of individualized support

• You find fulfillment in improving systems and processes while making a lasting impact on student and family outcomes

Team & Autonomy:

• You’ll work as part of the Student Success team, collaborating closely with a mission-driven group focused on improving outcomes for at-risk students and families

• You’ll engage in extensive cross-divisional collaboration with assessments teams, teachers, intervention staff, and administrators to build comprehensive student support plans

• You’ll assist in implementing tutoring services by helping manage Zoom sessions, welcoming students, supporting smooth session operations, and tracking attendance and MTSS-related participation data

• You’ll be empowered to problem-solve, develop interventions, and guide family support strategies while receiving leadership support when needed

• You’ll help coordinate and strengthen systems that connect multiple departments, ensuring students receive cohesive, effective support

• You’ll have meaningful autonomy in managing outreach, follow-up, and case progression while contributing to larger organizational goals for student success

Reporting Line:

• This role reports to the Student Success Team Senior Lead: Live Support

Company Benefits:

• Competitive salary $22-$25/hour and 401k plan + company matching opportunities.

• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, hospital indemnity, accident, STD/LTD, HSA, and FSA with dependent care.

• Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours. Monthly tech subsidy provided.

• Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.

• Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.

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.