Family Success Specialist

About the Role

At bina, we believe that every family deserves to feel seen, heard, and deeply supported as they navigate the future of digital education. We are looking for a compassionate, proactive, and highly organized Family Success Specialist to serve as the primary advocate and bridge for our families. This role is not just about managing accounts; it is about building meaningful relationships, fostering a sense of belonging, and ensuring that every child’s educational experience is seamless and enriching. As the heart of our community interaction, you will turn challenges into opportunities for connection and ensure that our families feel empowered at every step of their journey.

• Act as the primary point of contact for families, providing empathetic and efficient support through various communication channels.
• Onboard new families to the bina ecosystem, ensuring they have the tools, information, and confidence needed for a successful start.
• Proactively monitor family engagement and satisfaction, identifying potential friction points and implementing creative solutions to enhance the user experience.
• Collaborate closely with the admissions and academic teams to relay family feedback and contribute to the continuous improvement of our educational offerings.
• Manage family documentation, subscription cycles, and administrative queries with high attention to detail and data integrity.
• Develop and distribute resources, newsletters, and guides that help families maximize the value of the bina platform.
• Facilitate community-building initiatives and virtual events that strengthen the bond between bina families worldwide.
• Identify and advocate for product features or process changes based on recurring family needs and qualitative insights.

• Proven experience in Customer Success, Account Management, or a family-facing role, preferably within the EdTech or premium service sectors.
• Exceptional emotional intelligence and the ability to handle sensitive family situations with grace, patience, and professional boundaries.
• Outstanding written and verbal communication skills in English; additional languages are a significant advantage.
• Strong problem-solving skills with a 'can-do' attitude and the ability to navigate complex situations independently.
• Proficiency in using CRM software, communication tools (like Slack or Intercom), and project management platforms.
• A deep passion for innovative education and a commitment to fostering inclusive, diverse community environments.
• Ability to work effectively in a fully remote, global team across multiple time zones.
• Excellent organizational skills and the capacity to prioritize multiple tasks in a fast-paced startup environment.

• The opportunity to be part of a mission-driven company redefining the landscape of primary education globally.
• Fully remote work environment, offering flexibility and the chance to work with a diverse, international team.
• A supportive culture that prioritizes professional growth, mental well-being, and open communication.
• Competitive compensation package aligned with industry standards for remote startups.
• Access to internal training and development programs to help you grow alongside the company.
• The chance to make a tangible impact on the lives of children and families around the world every single day.

Required Skills