Care & Support Representative

Accountabilities:

• Deliver thoughtful and effective client care by acknowledging individual needs, communicating with empathy, and providing solutions that create positive experiences for students, host families, clients, and partners.
• Provide consistently high-quality customer service by remaining flexible, attentive, reliable, and responsive across interactions with clients and colleagues.
• Take ownership of customer needs from initial contact through resolution, ensuring thorough follow-up and involving other team members whenever additional support or expertise is required.
• Build and maintain positive working relationships with colleagues, international students, host families, agents, and clients while following established policies, communication protocols, documentation standards, and timelines.
• Monitor and manage homestay inquiries and customer requests, gathering relevant information, organizing details, coordinating actions, and ensuring issues are brought to appropriate closure.
• Respond to challenging or crisis situations with sound judgment and care, escalating matters promptly to appropriate internal leaders or third-party mental health services when necessary.
• Collaborate closely with colleagues to seek second opinions, share information, and contribute to a team-oriented approach to resolving customer and stakeholder concerns.

Requirements

• At least 1 year of customer service experience, with demonstrated ability to support customers professionally and effectively.
• Strong proficiency with Microsoft Word, Excel, email, and database systems, with the ability to maintain accurate records and manage information efficiently.
• Post-secondary certificate or diploma in a relevant discipline is preferred.
• Previous experience working with international students and people from diverse cultural backgrounds is strongly preferred.
• Excellent interpersonal and customer-service skills, including the ability to de-escalate challenging interactions and respond to sensitive situations with empathy and professionalism.
• Strong verbal and written English communication skills, with the ability to communicate clearly and appropriately with a diverse range of stakeholders.
• Strong problem-solving, organizational, and information-management abilities, combined with excellent attention to detail.
• Ability to work independently and autonomously in a fully virtual environment while remaining accountable for deadlines, follow-up, and service quality.
• Strong teamwork and collaboration skills, with a willingness to seek support and contribute to positive outcomes.
• Ability to work a schedule of 30–40 hours per week, with shifts scheduled between 8:00 a.m. and 8:00 p.m. EST, Monday to Friday.

Benefits

• CAD $18–$23 per hour, with compensation determined based on experience and geographic differentials across Canada.
• Fully remote work arrangement, allowing you to work from anywhere in Canada.
• Full-time, fixed-term contract with an anticipated end date of January 2027.
• 30–40 hours per week, with scheduled working hours falling between 8:00 a.m. and 8:00 p.m. EST, Monday through Friday.
• Opportunity to work in a culturally diverse environment and communicate with international students, host families, agencies, and clients from around the world.
• Meaningful work supporting international students and helping create enriching cultural and community experiences.
• Fair compensation approach that accounts for regional differences in living wages across Canada.
• Please note that seasonal increases in demand may occur around registration, relocations, and respite periods, particularly during Fall and Winter intake periods.
• An annual vacation blackout period from August 15 to September 15 applies.