The opportunity

The Canadian Resident Matching Service (CaRMS), located in downtown Ottawa, is seeking a Bilingual Client Service Representative to engage with our clients. Reporting to the Manager of Client Services, the Bilingual Client Service Coordinator is a member of the client services team and is responsible for supporting CaRMS products and services.

This is a full-time, permanent, fully remote position. The successful candidate must be based in Canada, with occasional travel. The language requirement for this role is bilingual (English and French). Occasional overtime may be required to meet critical deadlines.

Role and Responsibilities

Provide front-line support to clients via email, phone, and chat channels. Contribute to the development and maintenance of internal and client-facing resources. Participate in initiatives focused on continuous improvement of services and processes. Support cross-functional project teams as required. Represent the organization in public-facing contexts as needed, including presentations, webinars, and meetings. Other duties as assigned.

Role Requirements

Minimum 3+ years of client-facing experience (healthcare preferred). College diploma in business administration, customer service, office administration, communications, or a related field. Experience with Microsoft 365, this includes tools such as Microsoft Outlook, Teams, Excel, SharePoint and Word. Strong written and verbal communication skills, with the ability to convey information clearly and professionally to a variety of audiences. Demonstrated attention to detail and accuracy when managing client inquiries, documentation, and information. Strong organizational skills with the ability to manage multiple tasks and priorities effectively. Bilingual (English/French).

Preferred Requirements

Bachelor’s degree in business, communications, or related discipline. Experience working in a remote or hybrid professional environment. Experience in a client service or support role within a structured or high-volume setting. Familiarity with customer relationship management (CRM) tools such as HubSpot or similar platforms. Experience using collaboration and project tools such as Asana, Jira, or equivalent. Experience contributing to knowledge bases, help center, or client-facing resources. Demonstrated ability to support process improvement or service enhancement initiatives.

Key Competencies

High ownership and learning mindset. Time management skills. Comfortable working in a fast-paced, remote-first environment. Adaptability and problem-solving.

The successful candidate

The successful candidate brings experience in customer service or client support, ideally in a fast-paced, service-oriented environment. They have a demonstrated ability to manage client inquiries across multiple channels (email, phone, chat) with professionalism, responsiveness, and accuracy. They are client-focused and committed to delivering a high-quality service experience.

They are a strong communicator who can clearly and effectively convey information in both English and French, adapting their approach to meet the needs of diverse audiences. They are collaborative and proactive, working effectively with internal teams to resolve issues, share knowledge, and support consistent service delivery.

Highly organized and detail-oriented, the successful candidate can manage multiple priorities while maintaining accuracy in client interactions, documentation, and resource updates. They are comfortable using digital tools such as Microsoft Office, Teams, and SharePoint, and are eager to contribute to continuous improvement initiatives and cross-functional work that enhances overall service effectiveness.

What we offer

CaRMS is committed to fostering an equitable, diverse, and inclusive workplace. We offer a remote-first work environment that supports continuous quality improvement (CQI) and professional development, along with a comprehensive benefits program and an industry-leading defined contribution pension plan. The salary range for this position is $50,000–$60,000, commensurate with experience.

About CaRMS

The Canadian Resident Matching Service (CaRMS) is a national, independent, not-for-profit organization that provides digital solutions and expertise that matches medical students with training opportunities in Canada.

CaRMS’ mission is to serve as trusted stewards, builders, and innovators of data informed application and matching services. Our vision is to provide the best possible outcomes for both applicants and faculty through safe, fair, and equitable application and matching systems.

Established in 1970 to provide a fair, objective, and transparent process, CaRMS works with the medical education community, medical schools, and residents/students to provide the digital platform, mathematical algorithm, and knowledge that matches students with medical residency training opportunities.

As a client-focused organization, our success is driven by a caring, collaborative, and committed team.

Learn more at www.carms.ca.

Note

CaRMS uses automation tools to assist with the organization and screening of applications. All stages of recruitment decisions are led by people within the team.

Equity, Diversity and Inclusion

CaRMS is committed to fostering an equitable, diverse, and inclusive workplace. We welcome applications from all qualified individuals, including women, visible minorities, First Nations, Inuit and Métis peoples, persons with disabilities, and individuals of all sexual orientations, gender identities, and gender expressions.

Accommodations are available upon request throughout all stages of recruitment process. Please let us know during the application process.