Participant Services Associate

Position : Participant Services Associate

Reports to : Participant Services Manager

Department : Participant Services

Location : U.S. Remote

Who we are: CIEE is a nonprofit study abroad and intercultural exchange organization that transforms lives and builds bridges between individuals and nations through study abroad and international exchange experiences that help people develop skills for living in a globally interdependent and multi-cultural world. Why work with us: You will change the world. CIEE builds bridges between people, countries, and cultures. We help young people participate in high-quality international exchange and study abroad programs that bring the world together. We change lives; our alumni change the world. Be part of the change! You will receive a competitive total rewards package. CIEE provides all employees with exceptional benefits offerings that increase total compensation by up to 25%. Our top-tier benefits include:

Paid time off and Parental leave Gym Reimbursement Program Employee Assistance Program Short-term & Long-term Disability 6 floating Fridays (based on our eligibility rules) CIEE Study Abroad Program discounts 403(b) Retirement Plan with employer contribution Insurance Coverage (life, travel, medical, dental, and vision) Flexible Spending Accounts/Health Savings Account (medical and dependent) Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)

You will be part of a fast-paced, international, and collaborative team of professionals. CIEE operates the largest nonprofit network of study abroad locations, with facilities and staff in 30 countries. Additionally, we help international participants from over 140 countries come to the USA each year. Committed to excellence and solving whatever problem the world throws at them, CIEE professionals work on international teams and are dedicated to advancing our almost 80-year-old mission to make the world a more peaceful place. Who you are: CIEE is seeking a highly motivated, adaptable professional to join our Participant Services team. In this role, you will provide direct support to individuals and partners involved in CIEE’s BridgeUSA programs, including Work & Travel USA, Internship and Professional Career Training USA, and USA High School. This position is ideal for someone who excels in a fast-paced environment and is committed to delivering high-quality service with empathy and cultural sensitivity.

What you’ll do : Respond to participant, host, and representative inquiries via phone and email with professionalism and efficiency. Counsel participants on challenges such as culture shock and emotional, mental, or physical health concerns. Manage a caseload of escalated support cases across all programs, ensuring timely and effective resolution. Provide on-call support during assigned rotations for after-hours program emergencies. Develop subject-matter expertise in CIEE BridgeUSA and International Study programs, including their policies and regulatory requirements. Provide insurance-related support to CIEE BridgeUSA participants, including handling inbound claims calls, managing individual insurance cases, reviewing and updating claim records, and coordinating with CIEE’s insurance partners to ensure accurate and timely resolution. Review participant applications for accuracy and completeness; perform accurate data entry. Maintain participant records in SEVIS in accordance with J-1 visa regulations and program guidelines. Prepare and issue DS-2019 forms and supporting documentation for international representatives and participants. Support host vetting processes by conducting interviews, collecting and reviewing required documentation, and ensuring regulatory compliance. Coordinate with internal teams to resolve participant and stakeholder questions. Participate in team initiatives and contribute to the continuous improvement of support processes. Perform other duties as assigned to support team goals and organizational mission. What you’ll bring: The ideal candidate will possess: Bachelor's degree (or international equivalent). Excellent written and verbal communication skills. Excellent interpersonal skills, ability to have difficult conversations with a diversity of people from different backgrounds. Ability to manage a high-volume workload within tight deadlines. Self-motivated and goal-oriented, with an attitude to overcome any challenge. Strong organization and time management skills; ability to manage competing priorities. Experience in a global and fast-paced work environment. Previous customer service experience is required; call center experience is strongly preferred. Second language skills are a plus. Must be flexible, possess a positive attitude, and be able to work independently and take initiative. Must have a valid US Passport and a U.S. driver’s license. CIEE believes that professionals with varied backgrounds bring unique approaches and ideas to solving problems and advancing our mission to bring the world together. Qualified candidates from underrepresented groups are strongly encouraged to apply. Due to federal regulations and CIEE policies, a background check, reference check, and education and employment verification will be conducted as conditions of employment.