Lead remote interpreting services at Access Alliance in Toronto, using customer service leadership and digital platform expertise in-office. Guide Language Services operations and support language access for clients, providers, and community organizations.

Reporting to the Director, Language Access and Digital Strategy, the R.I.O. Team Lead supports a customer service team and freelance interpreter roster. This permanent, full time position coordinates on-demand audio and video interpreting, quality monitoring, reporting, and operational improvements. The role also supports customer onboarding and escalations.

Key Responsibilities:

- Coach staff and monitor customer service performance
- Oversee web-based audio and video call distribution
- Track complaints and interpreter performance issues




- Prepare quality reports, dashboards, and meeting agendas
- Coordinate platform operations with Finance, IT, and vendors

Requirements:

- Undergraduate degree or equivalent education and experience
- Three to five years frontline customer service experience
- Experience with digital or remote service platforms
- Advanced computer, web program, remote platform, and MS Office proficiency
- Flexible hours and travel throughout Toronto as required

Bring team leadership, remote platform support, quality improvement, and customer service expertise to Access Alliance’s R.I.O. services.

📌 Remote Interpreting Services Team Lead (Toronto)
🏢 ACCESS ALLIANCE
📍 Toronto