Department: Customer Experience & Growth
Position Type: Part-Time (Evenings & Weekends)
Reports To: Director, Family Management
About Hoot Reading
Hoot Reading is an online literacy tutoring provider delivering 1:1, evidence-based literacy instruction with qualified teachers, at scale. Originally incubated through a research collaboration with Nokia Research Lab, Sesame Workshop (creators of Sesame Street), and the Joan Ganz Cooney Center, Hoot partners with families, K–12 school districts, and educational organizations across North America to transform children’s lives through literacy.
We are entering an important phase of growth and evolution and are looking for strong, customer-focused operators to support and expand our direct-to-consumer programs for families across North America. This role plays an important part in ensuring families receive exceptional support while maintaining the high standard of tutoring quality and service that defines the Hoot experience.
The Opportunity
The Family Support Coordinator is responsible for ensuring families receive timely, thoughtful support and that tutoring sessions run smoothly during evening and weekend hours. This role sits at the center of the family experience, resolving issues in real time, supporting scheduling and lesson operations, and guiding prospective families through consultations and enrollment.
Working evenings and weekends, the Family Support Coordinator helps ensure families receive timely assistance when they need it most, whether that is resolving a support request, assisting with scheduling changes, monitoring live lessons, or speaking with new families during consultation calls.
This role works closely with the Director of Family Experience, who oversees our family tutoring programs, and collaborates with the teacher, scheduling, and instructional teams to ensure families have a positive and seamless experience. It is well suited to someone who enjoys staying organized while managing multiple conversations and operational tasks at the same time.
What You’ll Own
Family Support & Communication
- Serve as a primary point of contact for families during evening and weekend hours via email, chat, and phone.
- Respond to support tickets and inquiries, providing friendly, professional, and solutions-oriented assistance.
- Troubleshoot issues related to lessons, scheduling, platform access, or program questions, escalating when necessary.
- Maintain clear and empathetic communication with families to ensure a positive support experience.
Live Lesson Monitoring & Scheduling Support
- Monitor live lessons to ensure teachers and students join successfully and sessions run smoothly.
- Identify and resolve live lesson issues, and coordinate with teachers and internal teams when intervention is needed to maintain lesson continuity.
- Assist families with lesson scheduling changes or reschedules, ensuring accuracy of data changes in the system.
Consultation Calls & Enrollment Support
- Conduct scheduled consultations with prospective families who have expressed interest in Hoot Reading.
- Send clear follow-up communication to support enrollment decisions.
- Help families identify the program or schedule that best fits their child’s needs.
- Confidently explain Hoot’s instructional approach and support families in registering for tutoring.
CRM & Data Hygiene
- Maintain accurate records of interactions, consultations, and family communications within HubSpot.
- Ensure notes, activity history, and contact records are complete and up to date.
- Follow internal processes to maintain strong CRM data hygiene.
Conversion & Retention Support
- Support strong lead conversion and family retention by providing responsive service and clear communication.
- Work closely with the Director of Family Experience to support conversion and retention initiatives.
- Identify common questions or friction points for families and share feedback with internal teams.
Key Success Metrics
- Ticket response time and support satisfaction (CSAT)
- Consultation completion and consult-to-registration conversion
- Successful monitoring and resolution of live lesson issues
- Accuracy and timeliness of scheduling and operational updates
- Data hygiene and activity tracking in HubSpot
What We’re Looking For
- Experience in customer support, customer success, or family-facing service roles.
- Strong verbal and written communication skills with a professional, friendly, and empathetic approach.
- Comfort speaking with families by phone and guiding conversations toward enrollment decisions.
- Strong organizational skills and attention to detail.
- Ability to stay calm, organized, and solutions-focused when handling multiple requests or unexpected issues.
- Comfort working with CRM systems (HubSpot experience is an asset).
- Ability to troubleshoot problems independently and escalate when needed.
- Strong sense of responsibility for follow-through ensuring families receive clear answers and issues are fully resolved.
- Interest or experience in education, literacy, or supporting families with learning outcomes is a strong asset.
This is a part-time role focused on evening and weekend coverage, supporting families outside of standard business hours when support and consultation availability are most needed.
You’ll Thrive Here If You
- Enjoy helping families and solving problems in real time
- Are calm, organized, and reliable in fast-moving situations
- Communicate clearly and confidently with parents and educators
- Take pride in keeping things organized and running smoothly behind the scenes
- Care about supporting students and families on their literacy journey
Interested? Email us your resume and cover letter at careers@hootreading.com. Please note that only successful applicants will be contacted for an interview.
Hoot Reading is proud to be an equal opportunity employer, and we are committed to diversity, equity, inclusion, and belonging across race, ethnicity, gender, age, religion, caste, parental status, marital status, identity, experience, and everything else that makes you unique.
