Join the Intrax Team

Reports: Director of Field Operations

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Position Summary

The Field Support Coordinator provides customer service and support to international university participants and host employers participating in the BridgeUSA (J-1 visa) Summer Work Travel Program and supports the Regional Account Manager and Director of Field Operations. This is a fast-paced position requiring superior customer support with heavy phone and computer usage.

Duties and Responsibilities

• Receive and handle a high volume of incoming calls and emails from participants and employers.
• Answer questions via phone and email regarding insurance, Social Security, housing, job concerns, transportation, and other issues important to newly arriving international students to the United States, within one business day.
• Research and become familiar with US government regulations and rules related to the BridgeUSA (J-1 visa) exchange visitor program, including tax rules, social security procedures, prohibited placements, and more.
• Assist with problem solving urgent and/or escalated issues concerning participant health, safety, and welfare.
• Vet employers via email, phone, and web searches to ensure job placements meet or exceed US government regulations.
• Provide support to host employers regarding participants working for them. Mediate concerns between employers and participants.
• Ensure compliance with established program guidelines throughout the season.
• Maintain accurate documentation of participant and employer contact.
• Use the Intrax database to confirm participant arrivals, monthly check-ins, and reported concerns.
• Assist in writing incident reports to the US Department of State on participant issues in the field.
• Assist in locating and securing housing leads for participants prior to their arrival in the United States.
• Attend weekly regional team meetings and all-team meetings, attend special trainings.
• Assist with training new department staff when appropriate.

Additional Responsibilities

• Review participant profiles and conduct occasional virtual interviews with participants on behalf of employers.
• Make periodic visits to employers/participants at the direction of the Regional Account Manager and Director of Field Operations.
• Plan and implement Cultural Activities for participants in assigned region, at the direction of the Regional Account Manager.
• Participate in Community Support Group Forums, Orientations, Committee Meetings, and Cultural activities at the direction of the Regional Account Manager.
• Other duties as assigned by Manager.

Required Experience

• Previous experience handling a high volume of incoming calls/emails
• Previous experience in a customer service environment
• Previous experience/ knowledge of the Bridge USA (J-1 visa) Summer Work Travel program preferred.
• Previous experience in cultural exchange program preferred.
• Previous experience working remotely, from home-based office, preferred but not required.
• Bachelor’s degree or equivalent experience
• Familiarity with other cultures/international experience
• Excellent writing skills as depicted in your cover letter
• Strong time management skills to handle periods of high volume
• Proficiency in Excel, Word, Outlook. Previous experience in Salesforce a plus

Knowledge, Skills, and Attributes

• Ability to work in a team environment
• Ability to work without direct/onsite supervision
• Previous call center experience preferred but not required
• Must be available to be on-call/emergency support on a rotating schedule (1 week approximately every 12 weeks)
• Strong technology skills.
• Flexibility and an ability to adapt to a continuously changing industry
• A proactive, self-motivated personality, eager to identify new and better ways of achieving goals

Performance Criteria

• Ability to meet deadlines  
• Successfully respond to customers’ requests and communications within one business day.

Travel

• International travel possible in the future (passport required)
• Driver’s License required
• Must be available to travel domestically, as needed. Most travel is planned, but occasional, unplanned emergency travel is possible with little notice before departure. Estimated travel 3-4 weeks per year.

Pay Range:

$60,000 - $65,000 annually based on previous experience

Intrax Pay Transparency Statement:
The displayed pay range reflects the minimum and maximum target for new hire salaries for the posted position within the United States. Within the range, individual pay will be determined by different factors including work location, job-related skills, experience, and relevant education or training. Intrax also offers a comprehensive benefits package, which you can explore further in our career section of the Intrax website.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT

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To be considered for this position, please submit your resume and cover letter describing your experience and interest in working in the cultural exchange industry.
We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Reports to: Operations Director

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Position Summary

The Customer Service Assistant (internally referred to as Operations Assistant) position provides customer service and support; is primarily tasked with ensuring candidates are eligible for, and promptly receive, their visa support documents; will answer customer questions; review and update customer applications and documents; screen applications, prospective host companies, and potential overseas partners; as well as assist with international event planning.

This full-time, entry-level position requires attention to detail working across databases, and excellent customer service skills. The work environment is fast-paced, with a successful candidate possessing the ability to learn quickly and to be very flexible with changing business needs. The position conducts superior customer support by phone, email, and in meetings. We use spreadsheets extensively and this would be an ideal position for a self-starter, an Excel wizard with customer service experience, a person with travel/hospitality industry experience, or someone eager to learn new skills, or who has practiced many of these skills (e.g. through past volunteer experience).

This position is for 40 hours per week, Monday through Friday, and will have a Hybrid Work Schedule based out of our San Francisco global headquarters (3 days onsite/2 days remotely – Tuesdays and Thursdays required at the office for all staff – subject to change).

This role is housed within the Work Travel Operations Team and reports directly to the Operations Director. While the position sits within the Work Travel Operations group, the successful candidate will partner closely with teams across the corporation, including aiding the Global Recruitment team with event planning.

This is a cross-functional role requiring strong collaboration, communication, and prioritization skills. Day-to-day work will involve coordinating with multiple company departments while maintaining a clear reporting line and performance management structure within the Work Travel Operations Team.

Duties and Responsibilities

• Assist Manager with batching data from our systems to federal systems (e.g. to Student and Exchange Visitor Information System – SEVIS)
• Meet regularly with Operations and Account Manager teams to ensure the proper function of routine application processes
• Assist with deployment of DS-2019 forms and monitor for up/download disruptions
• Assist with occasional requests relating to J-1 insurance
• Assist with inquiries from federal agencies (e.g. State Department, Homeland Security).
• Vet proposed host companies (e.g. via email, phone, document review, web searches) to ensure that proposed placements meet or exceed U.S. government regulations.
• Review and process applications/documents.
• Occasional shipment of documents and materials domestically and internationally (e.g. participant tax documents/paychecks via FedEx, UPS, DHL, USPS)
• Handle and document incoming/outgoing calls/emails.
• Research and become familiar with US government regulations and rules related to the BridgeUSA (J-1 visa) exchange visitor program, including tax rules, Social Security procedures, prohibited placements, and more.
• Ensure compliance with established program guidelines throughout the season.

Additional Responsibilities

• Update training materials and shared resources
• Other duties as assigned
• Attend biweekly virtual team meetings and all-team meetings, attend special trainings.
• Must be available on an on-call basis on a rotating schedule.

Required Experience

• Strong time-management skills
• Ability to work in a team environment
• Strong web-based technology skills

Knowledge, Skills, and Attributes

• Genuine interest in learning new skills and systems
• Flexibility and ability to adapt to a continuously changing environment
• Ability to type 60 words per minute
• Good at mathematics (useful for learning more about Excel)

Preferred Experience (not required)

• Previous experience in a customer service environment (e.g., airport, event planning, retail, restaurant, office)
• Previous experience handling a high volume of incoming calls/emails
• International travel experience
• Excellent writing skills as depicted in cover letter
• Experience in at least one of the following: Excel (e.g., Pivot Tables); Word (e.g. Mail Merge), PowerPoint, Outlook
• Ability to speak a foreign language preferred but not required
• Interest in study abroad programs
• Bachelor’s degree or other training

Performance Criteria

• Ability to meet strict deadlines  
• Successfully respond to customers’ requests and communications within 24 hours.

Salary Range

$26.00 - $29.00 per hour

Intrax Pay Transparency Statement:
The displayed pay range reflects the minimum and maximum target for new hire salaries for the posted position within the United States. Within the range, individual pay will be determined by different factors including work location, job-related skills, experience, and relevant education or training. Intrax also offers a comprehensive benefits package, which you can explore further in our career section of the Intrax website.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT

‍
To be considered for this position, please submit your resume and cover letter describing your experience and interest in working in the cultural exchange industry.
We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Reports to: Vice President, Internships

Overview:

The Senior Account Manager, Hospitality will directly manage a portfolio of Intrax host organizations for the placement of J-1 interns and trainees and develop new host organizations for portfolio expansion. The Senior Account Manager, Hospitality will identify opportunities for growth, and develop and implement strategies for achieving program goals, and analyze data to improve performance. The Senior Account Manager, Hospitality will collaborate with the team to achieve Hospitality program goals and support the overall growth of the Intern and Trainee programs.  

Essential Functions:

•    Create and execute plans to achieve program goals and expand market share.

•    Acquire and develop new host organization and corporate accounts.

•    Prepare sales proposals and agreements for clients.  

•    Provide timely responses to all inquiries from potential and current host accounts.

•    Manage the full life cycle of the J-1 intern/trainee program at each host organization in assigned portfolio including recruitment, matching, and arrival.

•    Conduct business development activities to secure new J-1 intern/trainee applicants including international partner and university outreach.

•    Collaborate with the support team to monitor and resolve host organization and participant support as needed throughout the year.

•    Expert in J-1 intern and trainee regulations and best practices for host organization success.

•    Work with the Hospitality team and Vice President to develop, monitor, and achieve strategic growth goals for the hospitality division.

Additional Functions:

•    Stay up to date on industry and market trends and share this information with key stakeholders including partners and host accounts.  

•    Maintain and develop marketing materials including host account sell sheets, social media accounts and website content.

•    Maintain updated information as required in Salesforce ensuring host organization information is complete and accurate for reporting purposes.

•    Visit potential and current host organizations to provide training and in-person sales calls.

•    Domestic U.S. travel required to develop, maintain, and secure premium accounts.

•    Represent the department at trade events and conferences.  

Required Experience:

•    Four-year bachelor’s degree or equivalent experience

•    Five years of sales or related experience in the field of hospitality is required

•    Experience with J-1 intern and trainee programs is preferred

•    Ability to work independently with minimal supervision

Knowledge, Skills, and Attributes:

•    Ability to manage business to business accounts with emphasis on customer service

•    Strong teamwork and interpersonal skills required

•    Responsive and proactive communicator

•    Proven ability to work under pressure

•    High energy level

•    Strong written and verbal communication skills

•    Must have excellent organizational skills and attention to detail

•    Knowledge of DOS Intern/Trainee regulations

Performance Criteria:

•    Meet or exceed sales goals and objectives

•    Meet deadlines for all operational requirements

•    Provide superior customer service

•    Consistently complete all duties thoroughly and on-time

•    Must demonstrate superior communication and collaboration skills

•    Achieve growth targets and portfolio expansion goals

•    Must adhere to all DOS regulations

Travel:

•    Potential for international travel (passport required)

•    Domestic travel

•    Ability to travel a minimum of 8 weeks per year.

Salary Range:

$70,000 - $80,000 annually based on previous experience plus commission

Intrax Pay Transparency Statement

The displayed pay range reflects the minimum and maximum target for new hire salaries for the posted position within the United States. Within the range, individual pay will be determined by different factors including work location, job-related skills, experience, and relevant education or training. Intrax also offers a comprehensive benefits package, which you can explore further in our career section of the Intrax website.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT

To be considered for this position, please submit your resume and cover letter describing your experience and interest in working in the cultural exchange industry. We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Choose a Rewarding Career as an Area Director

At AuPairCare, our Area Directors play a vital role in bringing the world a little closer together. They provide local support for families and au pairs in our live-in childcare program, making an impact that lasts far beyond a single year. If you love connecting with people, celebrating cultures, and supporting families, this flexible part-time, work-from-home opportunity could be the perfect fit.

Why You’ll Love Being an Area Director

• Flexibility that fits your life: Enjoy a part-time schedule that lets you work from home and stay connected to your community.
• Cultural connections: Expand your world by working with au pairs from around the globe and building lifelong friendships.
• Meaningful impact: Support local families with their childcare needs and help au pairs thrive during their U.S. experience.
• Unique perks: Access a generous discount to host your own au pair, plus opportunities for financial bonuses and reward travel.

What You’ll Do

• Welcome and support host families and au pairs through in-home interviews, orientations, and ongoing check-ins.
• Organize monthly cultural events for au pairs and quarterly gatherings that bring families and au pairs together.
• Offer guidance, problem-solving, and encouragement throughout the year to both host families and au pairs.
• Build awareness of the program through community networking and grassroots outreach.
• Step in with short-term housing support for an au pair in rare emergencies.

What We’re Looking For

• A bachelor's degree or equivalent experience.
• Excellent communication and problem-solving skills.
• Comfort with outreach and marketing in your local community.
• Strong organizational skills for submitting reports and maintaining records.
• A passion for helping families and au pairs succeed.
• Must live within 60 minutes of the open-listed position.

Join us at AuPairCare and turn your passion for people into purpose. As an Area Director, you’ll shape cultural exchange in your community while enjoying a flexible, rewarding career.

AREA DIRECTOR COMPENSATION

AuPairCare's Area Director compensation structure is designed to encourage customer growth and retention. Their total compensation is based on the required tasks completed for the host families and au pairs (we call them clusters) they support. Bonuses and monthly stipends play a major role in an Area Director’s take-home pay. At a minimum, Area Directors are compensated for all hours worked at the local/state minimum hourly rate where they reside (work from home). Area Directors enjoy the freedom to set their earning potential. Their earning potential increases as Area Directors build their cluster in the community. We have no set pay range. An Area Director may earn less than $10,000 per year working a few hours a week or more than $66,000 per year with growth.

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