EMBARK Is Hiring A Bilingual Customer Success Representative

Join us in creating meaningful impact for Canadian families as we seek a Bilingual Customer Success Representative (Mandarin or Cantonese/English). If you're passionate about helping others, an excellent communicator, and fluent in Chinese and English, this is your chance to be part of something bigger! 🚀

Position Overview

We are looking for an outstanding verbal communicator, active listener, and natural problem solver to join our team until September 2025. This role is a 3-month contract from July to September 2026, with a potential extension based on business needs. You'll enjoy engaging with families, guiding them through their RESP journey, and making a real difference.

Responsibilities

• Deliver exceptional customer experience to Embark customers and prospects.
• Identify customer needs and provide the best solutions or guidance in their interests.
• Become a subject matter expert for RESP services and assist with inquiries across phone, email, and online chat—covering contributions, payments, and account-related questions.
• Promote digital and self-serve options, refer customers to licensed specialists in other departments, and facilitate seamless experiences.
• Take ownership of challenges as they arise, identifying opportunities to keep customers on track.
• Enhance the customer experience by seeking improvements and efficiencies.
• Maintain accurate and confidential customer information to ensure data integrity.
• Act as both a team player and a leader: support teammates, cover absences, and lead important projects as needed.
• Support customers through our contact centre during specified hours: Monday to Thursday, 9 a.m. to 8 p.m. and Friday, 9 a.m. to 6 p.m. (Eastern Time). Work schedule may vary weekly.

Skills, Knowledge, and Expertise

• At least one year of experience in customer service or a support department.
• Excellent written and verbal communication skills, with the ability to clearly express yourself and attentively address customer needs.
• Well-organized and detail-oriented, with strong record-keeping skills.
• Proficient with Microsoft Office 365.
• Strong organizational and time management skills, thriving in a fast-paced environment.
• Excellent problem-solving and analytical abilities.
• Flexible and adaptable to meet the dynamic needs of the Customer Success Centre.
• Bilingual proficiency: Fluent 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 fintech with a purpose. Our mission is simple yet powerful: help more Canadians achieve their education goals.

Through our innovative digital platform for RESPs, we've eliminated the red tape and complexity of traditional banking, allowing families to open accounts, manage investments, and access government grants—all from home, in minutes.

With over 60 years of impact, we've reinvested over $60 million into scholarships and supported more than 850,000 students in post-secondary education.

Joining Embark is more than building your career—it's about shaping Canada's future generation. If you're driven by purpose, inspired by innovation, and eager to make a difference, we want to meet you! 🌟

We are committed to evolving our work environment, and we invite you to join us on this exciting journey.

Let’s help Canadians dream bigger and achieve more!