Client Success Specialist - Bilingual at Streets2Schools · California

About Streets2Schools

Empowering People to Make Positive Transformation

This isn’t just a statement; it’s the heartbeat of our organization. Every interaction, every program, every effort we put in is aimed at empowering individuals to change their lives for the better. We are the driving force behind the transformation, guiding people from tough situations to brighter futures. We expect each staff member to embrace this mission and carry it forward in their work. Together, we are making a real difference!

Your work should reflect your passion and purpose. At Streets2Schools, we are dedicated to creating opportunities for at-risk individuals, empowering them to build brighter futures. By joining our team, you can be part of a mission-driven organization that values education, advocacy, and meaningful impact. We are looking for committed and compassionate individuals to help us transform lives and strengthen communities.

Job Overview

The Client Success Specialist functions as a full-service customer representative responsible for supporting clients across a range of needs throughout their engagement in the program. This position coordinates with facilitators, other S2S staff, and clients, to ensure seamless, positive, and unparalleled service from initial enrollment outreach through course completion. The Client Success Specialist reports directly to Client Success Coordinator.

This is not a traditional customer service role. Our Client Success Specialists become experts in a highly specialized service model that combines customer support, regulatory compliance, internal policy, technology, and critical thinking. Success requires the ability to learn complex rules, apply nuanced judgment, and confidently navigate situations where the correct answer often depends on multiple factors rather than a simple script.

We are also entering an exciting period of technological transformation. Over the coming months, our client management platform will evolve significantly as we implement new systems and workflows. We are looking for individuals who enjoy learning, embrace change, provide thoughtful feedback, and see evolving processes as opportunities to improve—not obstacles to overcome.

What You'll Do

• Become proficient in our specialized policies, procedures, and regulatory requirements.
• Guide clients through a variety of unique situations using sound judgment, empathy, and attention to detail.
• Balance exceptional customer service with strict compliance requirements.
• Learn interconnected workflows across scheduling, enrollment, documentation, payment processing, attendance, and agency communications.
• Adapt quickly as technology, workflows, and business needs evolve.
• Collaborate with teammates to identify process improvements and contribute to ongoing operational excellence.
• Serve as a trusted resource while maintaining consistency, accuracy, and confidentiality.

Essential Functions and Objectives

• Serve as a compassionate, skilled point of contact across multiple platforms (text, email, phone, Zoom), providing ongoing technical and program-related support to foster a supportive learning experience from enrollment to course completion in English and Spanish.
• Respond thoughtfully to client inquiries and resolve issues promptly, ensuring a positive client experience that aligns with program requirements and respects each client’s unique circumstances.
• Provide patient, respectful assistance to clients with limited technical skills, supporting them in resolving connection issues during webinars, rescheduling webinars, and navigating tech needs related to program participation.
• Support post-intake account setups, ensuring accuracy in document uploads, client data entry, and credit card information management to support a seamless onboarding experience.
• Monitor and manage client accounts, following established protocols to requisition payments, assess financial eligibility, and apply holds as necessary, always adhering to probation standards.
• Process payments for classes accurately and engage with clients to determine financial eligibility via text, email, or phone, ensuring transparency and accountability in all financial transactions.
• Conduct outreach for declined payments or outstanding balances, gathering financial assessment information to provide fair and respectful options for clients in need of support.
• Collaborate with internal teams and departments to streamline processes, optimize productivity, and provide holistic support, ensuring that every client receives high-quality, respectful service that meets the program's mission and standards.
• Prepare and maintain accurate reports on program metrics, supporting data-driven decision-making within the organization and helping to maintain compliance with internal and external standards.
• Conduct exit interviews with clients upon program completion, documenting relevant insights to inform future support and uphold client confidentiality and dignity.
• Maintain strict confidentiality and use sound judgment in all duties, exercising integrity in every aspect of client support, financial management, and data handling.
• Engage in secondary projects and assist with additional tasks that support departmental goals, embodying a commitment to innovation and the organization’s evolving needs.

Supervisory responsibilities

None *

Qualifications, Credentials and Competencies

Education

High school diploma or equivalent

Experience

· One year in the customer service field

Core Competencies

• Provide effective verbal and written communication in English and Spanish to support clients with varying language needs. Demonstrate cultural sensitivity while maintaining accuracy, confidentiality, and compliance with organizational policies.
• Create, edit, and maintain data in spreadsheets, ensuring accuracy and efficiency in data management.
• Demonstrate intuitive skills with various software applications, adapting quickly to new tools as needed.
• Communicate clearly, both orally and in writing, with an encouraging and compassionate attitude.
• Maintain a professional demeanor in all interactions, both internally and externally.
• Display a reliable, diligent, and proactive work ethic.
• Demonstrate strong attention to detail and accuracy in maintaining thorough records and documentation.
• Exercise sound judgment and effective problem-solving skills in daily tasks.
• Organize, prioritize, and manage multiple tasks simultaneously, demonstrating effective time management.
• Work independently, even in the absence of direct instructions, while maintaining strict confidentiality in all sensitive matters.

Working Conditions

This is a fully remote position. As such, incumbent employees provide, at their expense, a secure, dedicated work area and materials. Scheduled hours of work will be set by the employees’ manager or supervisor and may include evenings and/or Saturdays. Employees are encouraged to embrace the benefits of working remotely, while maintaining regular contact with their supervisors and managers through designated channels.