Overnight Emergency Care & Support Representative

Role overview

This opportunity is for a night-shift emergency care and support representative based in Canada. The role supports international students and host families during overnight hours, helping maintain safety, stability, and continuity when urgent issues come up.

You will be the first contact for after-hours emergencies, handling sensitive or high-pressure situations with speed and composure. The work blends crisis response, case handling, and detailed administrative coordination in a fully remote setting.

The position calls for someone who can evaluate situations, calm tensions, and work with internal teams and other stakeholders to determine the right next steps. Clear communication, empathy, and sound judgment are central to success in this role.

This is a mission-driven position where your support has a direct impact on student well-being.

Key accountabilities

• Serve as the main overnight contact for incoming calls and urgent incidents involving students and host families.
• Assess the urgency and seriousness of each situation, provide immediate support, and escalate when needed for proper resolution.
• Handle crisis situations with calm, including early de-escalation and first-line intervention.
• Record incidents carefully and keep thorough case notes and system updates in internal platforms.
• Work with internal teams to escalate complex matters and ensure timely follow-through.
• Check student and host-family documentation for completeness and accuracy.
• Assist with placement-related work, including matching students with host families for new or emergency placements.
• Carry out administrative duties such as data entry, file handling, scheduling support, and system maintenance.
• Keep overnight operations running smoothly, including rotating weekend and holiday coverage.

Requirements

You should be comfortable staying composed in stressful situations and working independently in a remote overnight environment while balancing urgent communication and structured admin work.

• At least 1 year of experience in customer service, client support, or a similar fast-moving environment.
• Strong spoken and written English skills; French may be helpful depending on the region.
• Demonstrated ability to calm difficult or emotionally charged situations with professionalism and empathy.
• Ability to work independently overnight on a rotating schedule.
• Strong organization and attention to detail for accurate records and case tracking.
• Comfort using standard digital tools such as email, spreadsheets, databases, and case management software.
• Background in education, international programs, or multicultural settings is an advantage.
• Post-secondary education in a related area is preferred, though not mandatory.

Benefits

• Fully remote overnight role with a structured shift rotation.
• Competitive hourly pay based on experience and regional considerations.
• Paid time off plus eligibility for organizational benefits.
• Meaningful work supporting international students.
• Training and onboarding for systems, processes, and escalation procedures.
• Experience in multicultural environments and global student-support operations.
• Stable full-time employment with consistent overnight scheduling.

Additional information

This role is posted on behalf of a partner company, which handles applications and all subsequent steps in the hiring process.

Privacy and hiring process

Applications are reviewed using an AI-assisted matching process to identify candidates who best fit the core requirements. The shortlist is then shared with the hiring company, which manages interviews, assessments, and final decisions.

By submitting an application, you agree that your personal data may be processed to evaluate your candidacy and shared with the employer as needed under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

Automated tools may be used to support parts of recruitment, such as reviewing applications, analyzing resumes, or checking responses for inconsistencies. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.