EMBARK Is Hiring A Bilingual Customer Success Representative

Join a purpose-driven fintech company dedicated to empowering Canadian families and shaping the future with innovative solutions for education savings! 🚀

Bilingual Customer Success Representative (Mandarin or Cantonese/English)

We are seeking an exceptional verbal communicator, active listener, and natural problem solver to join our team until September 2025. If you enjoy engaging with people and are enthusiastic about helping families achieve their children’s future goals — all while being fluent in Chinese (Mandarin or Cantonese) and English — we want to hear from you! 🌟

This is a 3-month contract position from July to September 2026, with potential for extension depending on business needs.

Responsibilities:

• Deliver exceptional customer experiences to Embark customers and prospects.
• Identify customer needs and provide the best solutions or guidance in their best interests.
• Serve as a subject matter expert for RESP, assisting customer requests related to RESP services via phone, email, and online chat, including contributions, payments, and account inquiries.
• Guide customers to utilize digital and self-serve options, coordinate meetings with licensed specialists in other departments (e.g., referring new customers to Sales teams), and create seamless experiences.
• Take ownership of challenges, identify gaps and opportunities, and help keep customers on track.
• Seek ways to enhance or improve the overall customer experience.
• Organize customer-related information to ensure accuracy, completeness, and confidentiality.
• Act as both a team player and a leader — supporting teammates, filling in during absences, and leading on key projects.
• Support customers contacting us through our center, Monday to Thursday, 9 a.m. to 8 p.m., and Fridays 9 a.m. to 6 p.m. (Eastern Time). Work hours may vary weekly in days, hours, and shifts.

Skills, Knowledge, and Expertise:

• At least one year of experience delivering excellent customer service or working in a customer support environment.
• Superior written and verbal communication skills, with the ability to clearly express yourself and attentively address customer needs over the phone.
• Well-organized and detail-oriented, with strong record-keeping skills suitable for managing customer data.
• Excellent organizational and time management skills, thriving in fast-paced multi-tasking environments.
• Strong analytical and problem-solving capabilities.
• Proficient with Microsoft Office 365.
• Flexible and adaptable to meet the needs of the Customer Success Centre.
• Bilingual requirement: Fluency in Chinese (Mandarin or Cantonese) and English.

About Embark Student Corp.

Not All Fintechs Are Created Equal. Embark on Something Bigger. 🌍

At Embark, we're redefining what it means to be a purpose-driven fintech. Our mission is simple but impactful: to help more Canadians achieve their educational goals.

Through our innovative digital platform for RESPs, we’ve removed the red tape and complexity of traditional banking. Families can now open an RESP, manage investments, and unlock government grants — all from home, in minutes.

We don’t just talk about impact — we deliver it. Over the past 60 years, we’ve reinvested over $60 million into scholarships and supported more than 850,000 students pursuing post-secondary education.

Joining Embark isn’t just about building a career — it’s about helping build Canada’s future. If you’re motivated by purpose, inspired by innovation, and eager to make a difference, we welcome you to be part of our journey. 🚀

We are continuously evolving how we work and are excited for you to join us on this mission.

Let's help Canadians dream bigger and achieve more! 🌟