Family Engagement Specialist

Residency Requirements: Must reside in North Carolina

The Family Engagement Specialist provides exceptional customer service and onboarding support to students and families enrolled in K12-powered school in Arizona. This role combines technical assistance, relationship building, and proactive engagement to ensure families and students have what they need to successfully navigate online learning. The Family Engagement Specialist serves as a trusted resource for new families, guiding them through account setup, attendance expectations, and early engagement, while maintaining the high standards of support expected of K12-powered school staff. 

K12, a Stride Company, believes in Education for ANY ONE. We provide families an online option for a high-quality, personalized education experience. Students can thrive, find their passion, and learn in an environment that encourages discovery at their own pace.  

Passionate Educators are needed at the Stride K12 partner school, North Carolina Virtual Academy (NCVA). We want you to be a part of our talented team! 

The mission of  North Carolina Virtual Academy (NCVA) is to provide an exemplary individualized and engaging educational experience for students by incorporating school and community/family partnerships coupled with a rigorous curriculum along with a data-driven and student-centered instructional model. Student success will be measured by valid and reliable assessment data, parent and student satisfaction, and continued institutional growth within the academic community. Join us! 

Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties. 

• Deliver exceptional customer support via phone, chat, and email to students, families, and school staff, focusing on onboarding and engagement. 

• Welcome new families to K12 Schools and guide them through account setup, platform navigation, and orientation resources. 

• Assist with login and password resets, platform access, and other basic technical supports. 

• Provide clear attendance guidance and emphasize the importance of daily participation and engagement. 

• Proactively identify and contact students or families showing early signs of disengagement or irregular attendance. 

• Conduct follow-up calls or messages during the initial weeks of enrollment to ensure students are attending and engaging consistently. 

• Accurately document all interactions and support cases in PowerSchool with clarity and completeness. 

• Apply knowledge of school systems, policies, and procedures to resolve requests.  

• Track and share customer feedback and recurring issues with school leadership for continuous process improvement. 

• Provide informal peer support by sharing resources, answering questions, and demonstrating effective problem-solving approaches. 

• Assist leadership and the Family Engagement Coordinator with onboarding, peer coaching, and refresher training as needed. 

MINIMUM REQUIRED QUALIFICATIONS:  

• High School Diploma AND 

• One (1) years of relevant customer support work experience OR 

• Equivalent combination of education and experience 

• Ability to clear required background check. 

DESIRED QUALIFICATIONS:   

• Strong organizational and time management skills 

• Excellent written and verbal communication abilities 

• Proficiency in Microsoft Excel, Word, and Outlook 

• Experience with student information systems or similar databases 

• Strong attention to detail and ability to manage multiple priorities 

Compensation and benefits Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range.  

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.