Role Description We're hiring Customer Support Representatives to help parents get the most out of our learning platform. You'll meet families over Google Meet, walk them through technical issues, and answer questions about our program and campuses. We need people who are clear, patient, and good with technology. Parents come to us at all hours, so this is the kind of role where calm problem-solving matters more than a script. What You'll Do: - Help Parents Over Video: Meet families on Google Meet, listen to the problem, and walk them through a fix in plain language they can follow. - Solve Technical Issues: Troubleshoot common platform and login problems, explain what went wrong, and get the parent back on track quickly. - Support Prospective Families: Answer questions from parents who are considering the program, including questions about how it works and what our campuses offer. - Help With Facility Questions: Point parents to the right information about our campuses and facilities and follow up when you need to find an answer. - Cover Your Shift Reliably: Show up for your scheduled hours and be ready to take calls. We provide round-the-clock support, so coverage depends on people being there when they say they will. - Keep Clear Records: Note what each parent needed and how you resolved it so the next person has the full picture. Qualifications - Fluent, Native English Speaker: You're a native English speaker and fully fluent. Parents should understand you easily on a video call, and you should understand them. - Genuinely Tech Savvy: You're comfortable with software, browsers, logins, and common tech problems. When something breaks, you can figure it out and explain the fix to someone who isn't technical. - Patient On Calls: You stay calm with frustrated or confused parents and keep the conversation moving toward a solution. - A Solid Internet Connection: You have reliable, high-speed internet that can handle video calls without dropping or lagging. This is a hard requirement for the role. - Location: Remote (U.S.). U.S. work authorization required. Bonus Points - Customer Support Background: You've worked in a support, help desk, or call center role and know how to handle a queue. - Comfortable On Camera: You're at ease talking to people over video and come across as warm and professional. - Bilingual: You speak Spanish or another language in addition to English. Not required, but a real plus given the families we serve. - Flexible Schedule: You can take overnight or weekend shifts, which helps us keep full coverage.

• Independently review medical records, bills, and supporting documentation to ensure demand-ready accuracy • Verify billing and treatment timelines (dates, providers, gaps) and flag documentation issues before package assembly • Build and organize complete demand packages with properly labeled supporting exhibits • Identify missing records, bills, liens, or key documents and clearly communicate what’s needed to close the file • Navigate disorganized or incomplete case files to locate relevant documents quickly and confidently • Maintain consistent exhibit preparation and documentation standards suitable for attorney review • Support demand submission workflows using demand preparation software (EvenUp or similar) • Manage multiple active demands at once while meeting volume and deadline expectations • Track and update demand tasks and statuses inside the case management system to keep workflows moving • Contribute to process improvements that reduce rework and increase quality at scale

Role Description This exciting dual role will be supporting two teams. This role will help you understand the Customer Care support provided to both volunteers and caregivers as well as the supporting of the Unit/District Treasurers who track the revenue and expenses for approximately 5,000 Units/District accounts nationwide. The Customer Care Centre Representative role responsibilities include: - Process a high volume of phone calls, chats, and emails every day. - Become an expert on our programs, resources, processes, and deadlines to provide timely responses to a full range of questions from the public, parents, and members. - Create a strong partnership with our Unit Guiders through providing them with timely and accurate administrative support. The Unified Banking role responsibilities include: - Collaborate with Help Desk inquiries to identify and resolve unit/district banking related questions. - Provide customer service for volunteers, advising on any banking questions or concerns in a timely manner. - Develop and maintain an electronic filing system related to ongoing email communications as well as backup information required for verifying transactions. - Be responsible for verifying the accuracy and compliance with policies of a high volume of revenue and expense transactions each day (approx. 100 transactions per day). - Understand and apply organizational policies regarding inclusivity to unified banking processes, member communication, and customer queries/service. - Apply organizational policies regarding inclusivity to content, member communication, and customer service. General: - Adhere to all relevant policies, procedures, and practices. - Liaise with other departments as required. - Provide general, ongoing support to members/volunteers, responding to/directing inquiries and consulting with the appropriate groups and individuals to support the mission and vision of GGC. - Other duties as assigned. Qualifications - Have completed a degree or diploma in a related field (Accounting or Business Administration) or have equivalent work experience. - 1-2 years of customer service experience. - Have intermediate knowledge of MS Office – Word, Excel, and Outlook. - Have excellent attention to detail, strong organization practices, and sound analytical skills in relation to numerical data. - Can demonstrate the ability to provide exceptional customer service. - Comfortable working independently. - Critical thinking and problem-solving skills with the ability to effectively utilize provided resources and apply good judgment to escalate issues when required. Benefits - Generous health benefits (Health, dental, vision, Health Service Spending Account). - Eligible to join the pension plan after 12 months. - Paid time off. - Collaborative hybrid/remote work environment. - Fun and friendly work environment and work-life balance. Application Information Hiring Range: $41,300.00 - $48,740.00 Application Deadline: July 3rd, 2026. Submissions without a cover letter will not be considered. If this sounds like a job tailor-made for you, apply today! This position will remain open until filled. Interviews will be conducted on a rolling basis. GGC is committed to diversity, equity, and inclusion. We value a recruitment and selection process that is inclusive and barrier-free, and we encourage applications from people who are racialized, Indigenous, people from the 2SLGBTQI+ community, people with disabilities, and other equity-seeking groups. Upon request, Girl Guides of Canada-Guides du Canada will make available accommodations during the recruitment process. Please note we do not require applicants to identify as a person with a disability, or to disclose their disability, to request or access accommodation. Accommodation requests should be made in advance to People & Culture. We thank all candidates for their interest. Only those selected for an interview will be contacted.

• Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality. • Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process. • Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion. • Build queries and use data analytics tools to support process improvement efforts and identify root causes. • Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year. • Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies. • Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them. • Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.