Family Success Specialist (Part-Time)
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AI Summary
Manage the end-to-end mentor rematch process for K-12 students and handle customer complaints professionally. Coordinate between families and mentors while maintaining accurate records in HubSpot.
About the Role
The Curious Cardinals Marketplace connects K–12 students with exceptional mentors — college students and young professionals who inspire curiosity and help kids discover what they love to learn.
As a Family Success Specialist, you're the person families trust when something in their mentorship experience needs attention. Your primary focus is relaying actionable feedback (to both mentors and families) and mentor rematches: when a student needs a new mentor, you own the process end-to-end — from understanding what made the last match work (or not), to identifying the right new mentor, to shepherding the family through a smooth transition.
This role is for you if you are an exceptionally strong communicator, stay organized under competing priorities, and genuinely care about making families feel taken care of.
Responsibilities
Rematch Management
Own rematches from trigger (a parent asking for a new mentor, or a mentor needing to hand over their students to someone new) to connecting the family with someone new they love and setting everyone up for success. This involves:
- Liaising with the outgoing mentor, if needed, and ensuring they handle the handover smoothly on their end (giving them templates, ensuring they send them, etc.)
- Generating engagement descriptions that capture student needs, learning style, and session history using AI tools
- Identifying what qualities a new mentor needs and liaising with the Family Admissions team to find great new mentors
- Coordinating with prospective new mentors until you've found someone available and qualified
- Proposing the new mentor to the family, connecting them on the CC platform, and answering their questions and concerns
- Crafting thoughtful handover notes so the next mentor is set up for success
- Managing expectations thoughtfully: a successful learning experience hinges on many factors. Families need to know what they can and cannot expect from our mentors, and what the student's responsibilities are in the process.
We have plenty of AI tools available to help with this, so developing and using judgment to know when diverging from standard templates and procedures makes sense is a critical component of success in this role.
CRM & Admin
- Maintain accurate deal stages in HubSpot
- Coordinate with the broader team via Slack to keep engagements moving
- Flag at-risk situations proactively so nothing slips and unique situations are handled thoughtfully
Success Metrics
- Close Rate — of rematches needed, how many are successfully closed (the family moves forward with the new mentor)
- Longevity of the new Mentor-Student pairing — of the rematches closed, how many meet for more than 20 sessions, indicating a truly successful match
Customer Complaint Management
Respond to and professionally handle customer complaints, including:
- Relaying actionable feedback to mentors (e.g., "The family would like more insight into the long-term roadmap")
- Managing expectations and relaying actionable feedback to families (e.g., "The mentor tells us your daughter rarely does her homework, so progress is harder to achieve")
Qualifications Needed
- Clear, Warm Communicator — You communicate exceptionally well in writing and on the phone, especially when a customer is frustrated or you have to relay sensitive information or feedback.
- Organized & Detail-Oriented — You track multiple requests coming in through different channels without letting anything fall through the cracks.
- People-First Mindset — You balance warmth and patience with clarity and boundaries, especially when families are frustrated, uncertain, or even unreasonable.
- Self-Starter — This is a remote role and you're trusted to manage your own workload and feel comfortable asking for help when needed. An entrepreneurial, tech-minded spirit motivated to continuously improve operational efficiency is a plus.
- Comfortable with Digital Tools — We use Claude, Slack, Gmail, and HubSpot daily. You should pick up new tools quickly and constantly experiment with how to use technology to improve your workflow.
- Passionate about reimagining the future of K–12 education.
Bonus Points
- CRM Experience — You've worked in HubSpot or a similar CRM before
- Client-Facing Background — Experience resolving problems for consumers: customer support or success, client services, or hospitality
- AI-Curious — You're excited to use AI tools to work faster and do your job better
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