Role overview

About the Opportunity
Operating at the intersection of community advocacy and cross-cultural client support, we serve as a vital bridge between Congolese diaspora communities and essential services across Canada. Our team delivers empathetic, bilingual, and solutions-driven support to diverse clients navigating complex systems from immigration and housing to education and social services. Remote-first, mission-driven, and deeply connected to the communities we serve, we’re building a more inclusive Canada one compassionate conversation at a time.

Role & Responsibilities

Provide timely, empathetic, and accurate client support via phone, email, and chat resolving inquiries related to community resources, eligibility, and access pathways.
Document client interactions, track case progress, and escalate complex issues to appropriate specialists or program leads.
Collaborate with community partners and internal teams to ensure seamless service delivery and client follow-up.
Act as a cultural liaison translating information, contextualizing policies, and advocating for client needs within institutional systems.
Maintain up-to-date knowledge of Canadian social services, immigration pathways, and community-specific programs relevant to Congolese populations.
Contribute to process improvements, feedback loops, and community outreach initiatives based on frontline insights.

Skills & Qualifications

Must-Have
Fluent in French and English (spoken and written)
Proven experience in customer service, client relations, or community support roles
Strong active listening and conflict resolution skills
Proficiency with CRM platforms (e.g., Zendesk, HubSpot, Salesforce)
Comfortable working remotely with high self-discipline and time management
Understanding of Canadian social systems (immigration, housing, education, healthcare)
Preferred
Knowledge of Congolese cultures, languages (e.g., Lingala, Swahili, Kikongo), or diaspora experiences
Experience working with immigrant or refugee communities
Familiarity with case management tools or community-based referral systems

Benefits & Culture Highlights

Flexible remote work with no commute work from anywhere in Canada
Meaningful impact: directly support marginalized communities navigating critical systems
Opportunities for growth into case management, community liaison, or program coordination roles