Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village - families, children, teachers, staff and faculty, advocates and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through the doors of one of our 53 schools in NYC a fair shot at reaching his or her potential.

Job Description

As the fastest growing, highest-performing charter school network in New York State, Success Academy has reimagined public education. Nationally recognized for achieving outstanding academic results for students from all backgrounds and zip codes, we have created an innovative K-12 school model that is preparing current and future generations of children with the subject mastery and skills to succeed in college and life. We now need a results-driven Family Care Specialist to join our school community.

As an important member of the Family Engagement Team, the Family Care Specialist will support the daily operations and further development of the Family Care team and service. This includes strategic planning, team management and decision making geared towards providing high-quality customer service to SA parents and families. You will serve as well as a primary source of information, support and use the data collected from our interaction points to help visualize the quality of our support. This motivated individual will be an excellent communicator, flexible, efficient and empathetic to the needs of diverse communities.

Key responsibilities include:

Call Center and Support Management:

• Resolve family inquiries effectively via phone, email, or chat.

• Manage the quality of customer service interactions and maintain high standards.

• Oversee the structure and management of our external call support center.

• Ensure the effectiveness of customer service systems and maintain high service quality standards.

• Identify parent and family needs, and assist with training and development sessions to enhance customer service quality.

• Maintain the ticketing system by resolving or routing family inquiries.

• Guide the monitoring of social media and ensure appropriate responses to family outreach.

Data Management and Reporting:

• Document and report on quality levels, perform quality audits, and conduct quality assurance reviews to improve customer experience.

• Collect, analyze, and communicate data to identify areas for improvement, determine root causes, make recommendations, and drive process improvements.

• Compile and analyze departmental data and effectively communicate findings to relevant stakeholders.

A successful candidate will have the following qualifications, skills, experience and characteristics:

• Bachelor’s degree

• Handles all communication with respect, compassion and professionalism

• Experience working with families, preferably in an educational or social services setting

• Ability to communicate effectively and professionally, both verbally and in writing

• Maintains stress tolerance while working to resolve challenging issues

• Ability to work independently with minimal supervision

• Able to manage multiple tasks simultaneously with prioritization and attention to detail

• Show flexibility, able to quickly adapt to new circumstances as they arise

• Adept at basic computer skills and able to quickly learn how to use software; functioning knowledge of customer service and/or CRM software a plus

To join our team, please upload a cover letter and resume that outlines your candidacy. Your cover letter should explain in detail your qualifications for the position. Resumes without cover letters will not be reviewed.

Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Compensation is competitive and commensurate with experience. Success Academy offers a full benefits program and opportunities for professional growth.

Compensation Range

Annual Salary: $65,000.00 - $80,000.00

Exact compensation may vary based on skills and experience.

Already an employee of Success Academies? Please go to your Okta Dashboard> Workday> Applications> Career to apply via our Internal Careers page.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth. Learn more about our philosophy, benefits, and team at https://jobs.successacademies.org/working-here/ .

Success Academy Charter Schools does not offer employment-based immigration sponsorship.

Our dual mission is to: Build exceptional, world-class public schools that prove children from all backgrounds can succeed in college and life; serve as a catalyst and national model for school reform, and help change public policies that prevent children from having access to opportunity.