About Alliance Strategies:

Alliance Strategies Inc is the parent company behind the brands we know and work with every day - Alliance Abroad, GeoVisions, Stepwest, Stepabroad, Wild Packs, and Teacher Lounge. Together, we’re part of a integral team committed to creating life-changing work, study, and cultural exchange experiences.

Across our offices in 11 countries, we support participants, partners, and host organizations by connecting great people with meaningful opportunities. Whether it’s helping a teacher move to the US, a student land their first internship abroad, or a resort fill key roles with international talent, everything we do is about building pathways that make a real difference.

Position Summary:

The Support Specialist plays a critical role in ensuring the safety, welfare, and success of BridgeUSA Summer Work Travel, Intern, and Trainee program participants.

This position provides direct participant support, conducts case management, supports crisis situations, ensures regulatory compliance, and promotes meaningful cultural exchange opportunities. The role requires excellent communication, cultural sensitivity, strong judgment, and the ability to resolve issues while maintaining a positive participant experience.

Duties & Responsibilities:

Participant Support & Welfare

- Serve as a primary point of contact for exchange visitors throughout the program.
- Provide timely, accurate, and compassionate support to participants regarding housing, transportation, banking, workplace concerns, and community resources.
- Conduct scheduled and ad-hoc wellness check-ins to monitor participant adjustment, safety, and overall experience.
- Identify early indicators of participant distress or challenges and provide appropriate guidance or intervention.

Case Management & Issue Resolution

- Manage participant cases from intake through resolution, ensuring all interactions and actions are thoroughly documented in the case management system.
- Assess and triage cases based on urgency, escalating high-risk situations (e.g., medical emergencies, mental health concerns, safety issues, workplace conflicts) according to internal protocols.
- Collaborate with external agencies (police, hospitals, mental health professionals, Social Security Administration, etc.) when necessary to support participant welfare.




- Facilitate conflict resolution between participants and host employers while maintaining program integrity and regulatory compliance.

Orientation & Education

- Deliver engaging virtual orientations to ensure exchange visitors understand program rules, expectations, rights, responsibilities, and available support resources.
- Provide clear and culturally sensitive guidance on key processes such as Social Security, local transportation, housing expectations, and U.S. workplace culture.

Cultural Exchange Programming

- Research, promote, and maintain a monthly calendar of cultural activities and events to encourage meaningful cultural exchange.
- Track participation, gather feedback, and support the implementation of virtual or in-person cultural exchange initiatives.

Regulatory Compliance & Reporting

- Ensure accurate and timely SEVIS reporting, including validations, address updates, site-of-activity changes, and program updates.
- Monitor participant and host employer compliance with DOS regulations and AAG policies.
- Assist with audits, data requests, and preparation of documentation for internal or regulatory review.

Cross Department Collaboration

- Coordinate with Programs, Compliance, Host Employer Relations, and other internal teams to support participant success and resolve issues effectively.
- Communicate emerging trends, potential risks, and opportunities for process improvement to leadership.

Emergency Response

- Participate in an on-call rotation for after-hours emergency support.
- Respond to emergency calls, assess risks, and take appropriate action following established protocols.
- Provide follow-up support and thorough documentation after critical incidents.

Continuous Improvement

- Participate in ongoing training related to DOS regulations, cultural competency, mental health awareness, crisis management, and customer service.
- Contribute insights and suggestions to enhance participant resources, communication materials, and internal procedures.

Additional Responsibilities





- Support departmental operations when team members are absent, engaged in strategic initiatives, or when business demands require additional coverage.
- Contribute to a positive, solution-focused team environment to ensure successful program outcomes.
- Represent Alliance Abroad professionally in interactions with external clients, including assisting in hosting overseas partners and host company representatives.
- Perform other related duties or special projects assigned by leadership.
- Communicate regularly with the supervisor regarding workload status and request prioritization support when needed.

Essential Qualifications & Experience:

Required – Minimum

- Minimum of one (1) year of experience in customer service, international exchange, education, hospitality, or related fields.
- Personal experience as BridgeUSA exchange visitor or prior travel/living experience in the United States is highly beneficial for understanding participant challenges and cultural adjustment needs.
- Strong interpersonal and cross-cultural communication skills; ability to work effectively with individuals from diverse backgrounds.
- Demonstrated ability to remain calm, empathetic, and solution-focused when supporting individuals experiencing challenges.
- Proficiency with computers, including Microsoft Office and CRM/case management tools.
- Excellent verbal and written English communication skills; additional language skills strongly preferred.
- Positive, proactive, and collaborative attitude with a commitment to participant welfare and program success.
- Personal interest in travel, cultural exchange, or experiential learning.

Work Schedule Expectations:

- Working hours: Monday to Friday, U.S. Central Time (CT).
- Must be available to participate in a scheduled on-call rotation and respond to incidents outside normal working hours, including weekends and public holidays.

Job Type: Full-time

Pay: Up to $20,000.00 per month

Application Question(s):

- Previous participation in a J-1 program is preferred.
- Working hours: Monday to Friday, U.S. Central Time (CT). Are you comfortable working these hours?
- Do you have personal experience as a BridgeUSA exchange visitor or prior experience traveling to or living in the United States?

Location:

- México (Required)

Work Location: Remote

📌 Support Specialist (México)
🏢 Alliance Abroad Mexico
📍 México