Care & Support Representative

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Care & Support Representative based in Canada.** This is a fully remote, temporary opportunity supporting an important program that connects international students with welcoming host families across Canada. As a Care & Support Representative, you will play a key role in creating positive experiences for students, families, clients, and international partners. The role combines customer care, relationship management, problem-solving, and detailed case follow-up in a dynamic service environment. You will manage inquiries and requests, gather information, coordinate with stakeholders, and help bring complex situations to resolution. Strong judgment and empathy will be essential, particularly when handling challenging interactions or situations requiring escalation. You will work both independently and collaboratively within a virtual team that values responsiveness, reliability, and thoughtful communication. This fixed-term position offers the opportunity to work across diverse cultures while making a meaningful difference in international students’ experiences in Canada. ### 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.