Student Success Team Lead: At Risk 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 Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems.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.

At-Risk Support

The Student Success Team Lead provides leadership, guidance, and oversight for the team’s support of at-risk students experiencing challenging circumstances such as hospitalization, health concerns, loss, academic barriers, or other significant life events. This role ensures that students and families receive compassionate, personalized, and timely support when traditional communication or support pathways have not been successful.

Through proactive leadership, the Team Lead helps guide the development of individualized support plans that address barriers impacting a student’s progress. This highly trusted role requires strong judgment, problem-solving, creativity, and compassionate leadership as the team supports families during some of the most difficult moments in their lives. By helping specialists gather critical data, coordinate interventions, document support efforts, and provide meaningful follow-up, the Team Lead ensures that student needs are addressed with consistency, care, and accountability.

This role also supports the daily operations of the at-risk student support process, including coaching team members through complex situations, reviewing student cases, helping prioritize outreach, and ensuring that support plans are actionable, appropriate, and aligned with student needs. The Team Lead may also assist directly with escalated student or family concerns, including Google Voice calls, text communication, and Zoom meetings when additional support, guidance, or leadership presence is needed.

Responsibilities include supporting specialists in family outreach, helping facilitate collaborative problem-solving, monitoring follow-up and intervention effectiveness, identifying trends in student needs, and ensuring that families feel supported throughout the process. The Team Lead plays a key role in strengthening systems, improving consistency across the team, and helping remove barriers so students can make meaningful progress toward success.

Your Immediate Impact

• Strong At-risk student support or social work experience
  Background in student support, social work, counseling, education, intervention, or related work supporting students and families through complex barriers.

• Team leadership and coaching
  Able to lead, support, and develop specialists by setting clear expectations, monitoring workload, providing feedback, and promoting consistent team practices.

• Strong emotional resilience and sound judgment
  Comfortable guiding a team through emotionally complex student situations while maintaining empathy, confidentiality, professionalism, and healthy boundaries.

• Case oversight and escalation management
  Able to review student cases, identify high-priority concerns, guide next steps, and determine when situations require additional support, intervention, or referral.

• Process ownership and workflow management
  Skilled at managing at-risk workflows, ensuring referrals, outreach, documentation, follow-up, and student status updates are completed consistently and on time.

• Cross-team coordination
  Able to collaborate effectively with specialists, teachers, tutors, assessment staff, and other internal teams to ensure students receive aligned support.

• Systems improvement and scalability mindset
  Capable of identifying process gaps, improving workflows, strengthening documentation practices, and helping the at-risk support model scale as student needs grow.
  

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 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 Lead: GenEd Support
  

Company Benefits:

• Competitive salary 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.