Join the Intrax Team

Reports to:

Director of Customer Experience

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Position Summary

AuPairCare is an international organization dedicated to connecting international au pairs with American host families through cultural exchange.  The Support Specialist position is a hybrid role, including remote work as well as three days on-site at our Connect experience based near Newark airport in New Jersey, providing a warm welcome to au pairs prior to their arrival to their host families in locations across the US.

The Support Specialist plays a vital role in creating a smooth pathway for au pairs from their initial match with host families through pre-program training, arrival in the United States at our AuPairCare Connect Welcome Experience, and beyond. This position is dedicated to providing the necessary customer support and training to ensure that our participants have a positive and enriching experience throughout their program journey.

Responsibilities:

• Manages customer experience for AuPairCare Connect, including planning and leading au pair activities, distributing gifts, supporting au pair transportation to/from the hotel, and working closely in collaboration with the Flights Team, the AuPairCare tour vendor and hotel staff to provide a high-quality experience.
• Participates in Client Services phone queues, manages Salesforce cases, responsible for responding to emails to Customer Care, ensuring cost control, completing data analysis, and escalation management.
• Plans and leads AuPairCare training sessions, including mandatory Department of State (DoS) training sessions for au pairs as part of their program requirement, either virtually or in-person as required.
• Au Pair Flight Phone on-call After Hours rotation
• Proactively identifies areas for improving the customer experience as well as operational efficiencies and cost control

Qualifications:

Required Skills:

• Effective written and verbal communication skills to interact with au pairs, tour guides, host families, and colleagues.
• Ability to identify and address challenges that may arise during the program, making quick and effective decisions.
• Proficient in providing exceptional in-person customer service and support to au pairs, host families, and other stakeholders.
• Maintain a positive and energetic attitude to create a welcoming and friendly environment for au pairs and ensure a successful program experience.

Preferred:

• Prior experience with cultural exchange, training, or travel experience operations is a plus!

Salary Range

$60,000 - $65,000

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:

Director of Compliance and Support

Overview:

Intrax is a company devoted to promoting intercultural exchange and providing opportunities for foreign nationals to experience American culture. Each year, Intrax Global Internships sponsors thousands of international university students and working professionals from around the world who travel to the United States to participate in work-based internship and training programs.

The Compliance and Support Manager has a pivotal role in maintaining the integrity of the Intern and Trainee programs. They will oversee support services for on-program J-1 Interns and Trainees in the US, and they will monitor and enforce participant, host, and partner compliance with federal J-1 visa regulations.

Essential Functions:

Reporting and Compliance:

• Monitor and enforce compliance with federal visa regulations.
• Maintain accurate SEVIS records for Intern and Trainee programs.
• Assist with the preparation and execution of biennial management reviews.
• Advise team on J1 regulations and provide expertise on regulatory questions.
• Improve Intrax Global Internships compliance through metrics and analysis
• Establish a deep understanding of J-1 regulations and best practices related to participant and host company education.

Program Support:

• Manage Support team to provide prompt, professional responses to inquiries and concerns.
• Report to the US Department of State about escalated support cases.
• Manage insurance enrollment for on-program Interns and Trainees
• Monitor mandatory program assessments and identify patterns and trends in feedback.
• Develop and maintain informational/instructive resources for hosts and participants.

Required Experience

• Bachelor’s degree or equivalent experience
• 4-5 years of experience in customer service or program compliance managing a high volume of phone and email inquiries, including sensitive, personal issues.
• Knowledge of Microsoft office and Outlook
• Knowledge of Salesforce or similar CRM preferred

Knowledge, Skills, and Attributes

• Strong analytical skills.

• Experience parsing complex regulations preferred.

• Highly organized and detail oriented.
• Ability to balance a complex portfolio of tasks and projects.
• Capacity to deliver exceptional customer service.

• Experience providing service for international clientele a plus.

• Proven ability to manage and deescalate sensitive issues and heightened emotions.
• Ability to collaborate with a team and to receive constructive feedback.

Salary Range

$70,000 - $80,000

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.

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Position Description:

This role is a part of the AuPairCare Marketing and Communications team and will be able to make a significant contribution while gaining valuable skills across many areas of marketing. We are currently seeking a Content Marketing Manager who is an energetic, self-starter for a key position. This talented professional will play an important role in elevating our content marketing with consistent messaging across AuPairCare’s platforms and digital marketing programs. It is an exciting time to become a part of AuPairCare as international connections and understanding is paramount, and host families welcome eager international au pairs.

Candidates should be passionate about reaching and engaging our audiences while learning and testing new approaches. The right person will have an eye for and abilities to create top-quality content (newsletters, social, web copy, blogs), along with a data-driven mindset to help connect content strategy to successful programs with business results by streamlining the customer journey and unique AuPairCare experience.

Responsibilities:

• Optimize our content marketing efforts by creating and maintaining an ongoing web content, blog, and social media calendar
• Coordinate content efforts (photos, stories, UGC videos) from our 200-field staff across the country in the marketing of the AuPairCare
• Create and utilize high-value content such as videos, reviews, and customer testimonials in support of social media, website, email campaigns, field and partner toolkits
• Bring our social media engagement strategy to the next level, executing best practices and creative assets, while arming our internal champions with authentic stories and creative social ideas that support our strategic narrative and goals
• Measure the efficacy of our SEO program and ultimately increase organic web traffic
• Develop and manage new digital materials, while maintaining efficient, organized repository for field access
• Manage weekly internal newsletter, authoring content as needed (25-30%)
• Manage and author 2-5 quarterly blogs
• Manage monthly fulfillment of materials for various field marketing programs
• Work closely with all AuPairCare departments and fellow Marketing team members. Oversee Marketing Intern tasks and projects.

Qualifications:

• An interest in international education and cultural exchange
• Demonstrated content marketing & communications experience
• Social media and tools for organizations/businesses experience
• Very strong organizational skills and attention to detail
• Able to handle multiple projects simultaneously, on budget and before deadlines
• Strong written and verbal communication skills
• Team player comfortable working with a diverse group of people

Education & Work Experience:

• 3-4 years of marketing experience
• Experience with Salesforce, Marketo, HubSpot, MailChimp or similar tools
• Experience with Meta and social media tools
• Experience with online and offline marketing, including grassroots field effort
• BA required
• Design experience in Canva a plus

This position is preferred as a SF Bay Area hybrid office-based position out of our HQ office. Remote candidates will be considered.

Company Background:

AuPairCare, (www.aupaircare.com), a part of Intrax, places qualified au pairs from around the world with American families in need of childcare as part of a cultural exchange program. AuPairCare’s mission is one of mutual understanding between countries and people through international cultural exchange. In 1989, AuPairCare became one of the first au pair agencies designated by the U.S. Department of State to legally sponsor au pairs to come to America. Since then, we have connected more than 90,000 international au pairs with American families across the U.S. We are passionate about what we do and value cultural exchange first and foremost.

Intrax includes a competitive salary and a complete benefits package. This is a very interesting and challenging position that offers the excitement and satisfaction of working with a team dedicated to promoting international understanding.

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.

Intrax is an equal opportunity employer located in the financial district of downtown San Francisco.

Salary Range

$75,000 - $100,000

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.

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CHOOSE A REWARDING CAREER AS AN AREA DIRECTOR

AuPairCare Area Directors provide local support to families and au pairs participating in our live-in childcare program. This is a great opportunity for individuals who enjoy meeting and working with people from other countries and cultures.

• Flexible schedule in a part-time, work from home position offering great rewards
• Expand your knowledge of cultures worldwide and develop lifelong connections
• Receive gratification by helping others with their childcare needs and relationship development
• Change the lives of individuals making a yearlong commitment to live in the US
• Get to know your local community and it's childcare needs
• Take the opportunity to host your own au pair with a generous company discount and experience the au pair program first hand
• Build your local cluster and enjoy exciting financial bonuses and reward vacations.

JOB RESPONSIBILITIES

• Conduct an in-home interview with each prospective family
• Conduct an in-home orientation upon the arrival of a new au pair
• Provide yearlong support for both the family and the au pair
• Organize a monthly cultural event for the au pairs
• Organize a Family Day event for host families and au pairs once per year – organize a family event once a quarter for both host families and au pairs.
• Network within your community and engage in grass roots marketing and community events
• Provide interim housing for displaced au pairs in emergency situations

REQUIREMENTS

• Bachelor’s Degree or equivalent experience
• Excellent communication skills and problem-solving abilities
• Possess marketing and sales skills
• Submission of formal reports and maintaining a record of personal contact on a monthly basis
• Recruitment of potential host families

AREA DIRECTOR COMPENSATION

AuPairCare's Area Director compensation structure is designed to encourage customer growth and retention. Their total compensation is based on 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 the 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 few hours a week or more than $66,000 per year with growth.