Program Lead
Permanent full-time remote position based in Canada (Ottawa-based role)Full-TimeLead
Salary28 - 32 CAD per hour
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 3+ years of customer service experience; 5+ years of experience working with international students; 1+ year of leadership or team supervision experience
- Required Skills
- Project ManagementMicrosoft OfficeRelationship management
Requirements
- 3+ years of customer service experience, ideally in a client-facing or service-oriented environment.
- 5+ years of experience working with international students or within multicultural education or homestay programs.
- At least 1+ year of leadership or team supervision experience.
- Post-secondary education in international studies, social sciences, education, or a related field.
- Strong ability to work independently in a remote and flexible work environment.
- Excellent judgment and problem-solving skills when managing complex or sensitive stakeholder situations.
- Strong communication skills in English, both written and verbal; French is an asset depending on region.
- Proficiency with Microsoft Office tools (Word, Excel, email) and database systems.
- High level of empathy, professionalism, and customer service orientation.
Responsibilities
- Provide day-to-day leadership, supervision, and mentorship to Relationship Managers, including performance monitoring, coaching, and development support.
- Maintain strong relationships with clients, agents, and internal stakeholders to ensure high levels of service quality and responsiveness.
- Collaborate with senior leadership to resolve complex or sensitive operational and partner-related issues.
- Oversee team performance through regular check-ins, 1:1 meetings, and structured feedback cycles.
- Ensure accurate documentation of decisions, communications, and case management activities across systems and databases.
- Maintain data integrity and support the effective use of internal tools and reporting systems.
- Participate in departmental meetings and contribute to ongoing operational improvements.
- Support engagement initiatives and escalate employee-related concerns when necessary.
- Occasionally travel to support operational or partner needs.
View Full Description & ApplyYou'll be redirected to the employer's site
