Project Support Specialist

Job description:

Job Overview

Ignite Futures Fund

About the Ignite Futures Fund

The Ignite Futures Fund is administered by Impact Charitable, developed in partnership with Gary Community Ventures, and is an early-wealth building program. The program launched in 2026 and runs through 2030. It serves 125 high school sophomores and juniors across Colorado. Participants receive $20,000 seeded investment accounts, providing a meaningful investment that can grow overtime and help young people invest in their future.The investment is paired with a required financial education program designed to help participants make confident, informed decisions about how to use these funds to reach their biggest goals. The curriculum is built to help young people become active participants in the wealth economy and to understand how long-term wealth is built.Participants also take part in the program’s evaluation through periodic surveys and interviews, which capture what the experience looks like firsthand and how it shapes their lives over time. The program is designed to help understand the impact of access to early wealth building, and to provide a model that can influence state and national policy.

Position Summary

The Project Support Specialist is the first point of contact for IFF participants and families and a core member of the IFF implementation team. The Specialist manages the IFF customer support lines, reviews applications for fund disbursement, administers participant communications, and provides administrative support across the program.

Key ResponsibilitiesCustomer Support

• Monitor the IFF customer support lines (email, text, and phone) daily for incoming calls, emails, and texts.
• Respond to inquiries in a timely manner, with a target response time of 24 hours during business hours.
• Escalate questions that cannot be resolved by the Specialist to the appropriate IFF team member.
• Maintain case notes and status updates for each inquiry through resolution.

Application Review, Approvals, and Escalations

• Review incoming applications for flex funds and investment funds submitted through the AidKit application.
• Apply the IFF reviewer protocol to assess whether each request is eligible.
• Process eligible requests, and escalate requests that require further review to another member of the IFF team.
• Manage corrections: document required corrections, make outgoing calls to participants to help them understand and resolve what is needed, and track corrections through completion.
• Identify issues that commonly arise in applications and provide input to the IFF Co-Leads on ways to improve the rules-based system and reviewer protocol.

Participant Communications

• Support implementation of participant messaging through AidKit and/or Mailchimp.
• Review and edit communications content before it is sent.
• Set up audience segments in Mailchimp so messages are targeted to the right participants, upload segments, and send messages through Mailchimp.
• Monitor the Mailchimp reply line so that any participant inquiries received through Mailchimp are captured and addressed.
• Complete other Mailchimp and communications tasks as assigned by the IFF Co-Leads.

Administrative Support

• Support administrative tasks related to the implementation of the IFF, as directed by the IFF Co-Leads and other IFF team members.

Qualifications

• Experience in customer service, case management, program support, or a related role.
• Clear, warm written and verbal communication, including comfort making outbound calls to participants and families.
• Strong attention to detail and the ability to apply eligibility rules and protocols consistently.
• Experience with email marketing platforms (Mailchimp preferred) and application or case management systems.
• Ability to handle sensitive participant information with discretion and confidentiality.
• Reliable follow-through on deadlines while managing a steady volume of requests.
• Experience working with young people and families preferred.
• Spanish language proficiency strongly preferred.

Even if you do not meet 100% of these requirements, we encourage you to apply! We look for competencies, potential, and aptitude for the role, as much as we look for experience doing similar work.

Work Location: Remote

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible schedule
• Paid time off
• Professional development assistance

Spanish Proficiency preferred