This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Overnight Emergency Care & Support Representative based in Canada.
This role plays a vital part in supporting international students and host families during overnight hours, ensuring safety, stability, and continuity of care when urgent situations arise.
You will be the first point of contact for after-hours emergencies, responding quickly and calmly to sensitive or high-pressure situations.
The position combines crisis response, case management, and detailed administrative work in a fully remote environment.
You will assess situations, de-escalate concerns, and coordinate appropriate next steps with internal teams and stakeholders.
Strong communication, empathy, and decision-making skills are essential to ensure individuals feel supported at all times.
The role requires independence, focus, and the ability to manage both urgent calls and structured documentation work during overnight shifts.
It is ideal for someone who thrives in a mission-driven environment where operational support directly impacts student well-being.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Overnight Emergency Care & Support Representative based in Canada.
This role plays a vital part in supporting international students and host families during overnight hours, ensuring safety, stability, and continuity of care when urgent situations arise.
You will be the first point of contact for after-hours emergencies, responding quickly and calmly to sensitive or high-pressure situations.
The position combines crisis response, case management, and detailed administrative work in a fully remote environment.
You will assess situations, de-escalate concerns, and coordinate appropriate next steps with internal teams and stakeholders.
Strong communication, empathy, and decision-making skills are essential to ensure individuals feel supported at all times.
The role requires independence, focus, and the ability to manage both urgent calls and structured documentation work during overnight shifts.
It is ideal for someone who thrives in a mission-driven environment where operational support directly impacts student well-being.
Accountabilities
- Manage and respond to after-hours emergencies, including crisis de-escalation and initial intervention
- Document incidents accurately and maintain detailed case notes and records in internal systems
- Coordinate with internal teams to escalate complex situations and ensure timely follow-up
- Review and process student and host-related documentation for completeness and accuracy
- Support placement activities, including matching students with host families for new or emergency placements
- Perform administrative tasks such as data entry, file management, scheduling support, and system updates
- Maintain operational continuity during overnight shifts, including weekends and holidays on a rotating schedule
- 1+ year of customer service, client support, or similar experience in a fast-paced environment
- Strong verbal and written communication skills in English (French is an asset depending on region)
- Proven ability to de-escalate sensitive or emotionally charged situations with empathy and professionalism
- Comfortable working independently overnight with rotating shift schedules
- Strong organizational skills and attention to detail for accurate documentation and case tracking
- Proficiency with common digital tools (email, spreadsheets, databases, and case management systems)
- Experience in education, international programs, or multicultural environments is an asset
- Post-secondary education in a related field is preferred but not required
- Fully remote overnight position with structured shift rotation
- Competitive hourly compensation aligned with experience and regional factors
- Paid time off and eligibility for organizational benefits
- Opportunity to contribute to meaningful work supporting international students
- Training and onboarding provided for systems, processes, and escalation protocols
- Exposure to multicultural environments and global student support operations
- Stable full-time employment with consistent overnight scheduling
You will act as the primary overnight contact for incoming calls and urgent situations, responding promptly to emergencies involving students and host families. You will assess the nature and severity of incidents, provide immediate support, and escalate cases when necessary to ensure appropriate resolution.
Requirements
You bring strong interpersonal skills and the ability to remain composed in high-pressure situations, particularly when supporting individuals in distress. You are comfortable working independently in a remote overnight environment while managing both urgent communications and structured administrative tasks.