Operations Auditor & Case-Tracking Manager — Keep Every Citizenship Case Moving

Job Description
About us

We're a done-for-you genealogy service that helps people around the world claim Canadian citizenship by descent. Canada changed its citizenship law in 2025 and scrapped the old generational cutoffs — which means millions of people with a Canadian parent, grandparent, or great-grandparent may already be citizens and have no idea.

Here's what we actually do: someone comes to us knowing almost nothing about their Canadian roots. We find the Canadian ancestor hiding in their family tree, track down the historical records that prove the bloodline — parish registers, century-old Quebec church books, BAnQ archives, US vital records offices — and hand them a complete, ready-to-submit citizenship application. A few weeks later, they're holding proof that they're Canadian. That's the work we're all here to do.

We're a small, remote team by design — no call center, no red tape. Real people, real records, real outcomes.

The role

Every record we request for a client lives as a card on a Kanban board, moving from Pending (request placed) to Received (document in hand). Those records are the whole ballgame — a case can't move forward until they land. Our account managers initiate and own the orders. The problem: some requests quietly stall in "Pending" for days or weeks, and nobody notices until a client asks. Those stuck cards cost us time, money, and — worse — a client's trust.

Your job is to make sure that never happens.

You are the safety net. You own the audit of our "Work Off" board — the cards that aren't actively being touched — and you keep the entire pipeline clean. You're not the one who initiates new orders (the account managers own that), but when you spot a stuck card with a clear solution, you're empowered to act on it yourself — place or re-place an order, or contact the provider directly — instead of passing it back. You are the person who catches what falls through the cracks, chases it down, and makes sure every single card keeps moving until it's marked Received.

If you love order, hate loose ends, and get genuine satisfaction from turning a messy board into a clean one, this is your role. This starts as a hands-on audit role and is built to grow into full ownership of the board — including setting the process and managing other auditors as we scale.

What you'll do day to day
Sweep the Work Off board every day and flag every card that has stalled or is aging past its expected timeline.
Verify that cards genuinely moved from Pending ? Received (and that "Received" actually means the document arrived — no false completions).
Chase down stuck cards and get them moving again — confirm status, then either follow up with the responsible account manager or, when there's a clear fix, take action yourself (place/re-place the order, or contact the provider directly).
Escalate only what you genuinely can't resolve into the Stuck queue, with clear notes on what's holding it up.
Define and maintain aging thresholds (e.g. "a birth-record order untouched for X days is flagged") so detection is systematic, not guesswork.
Keep a short daily/weekly log of what was stuck, what you cleared, and what's still open.
Over time: own the board's process end to end and help train/manage additional auditors.
How this role works (act, don't just flag)
You are not the primary order-initiator — the account managers own kicking off new orders. Your focus stays on pending and stuck cards, not starting fresh ones.
But you're empowered to act, not just flag. When a stuck card has a clear solution, you can place or re-place the order and communicate with the provider or relevant party yourself — rather than bouncing it back to the account manager.
You are the follow-up and quality-control layer that makes sure every card reaches Received.
Why you'll actually like working here (the honest version)

Let's be real about the day-to-day: this is detail work. You'll live inside a task board, you'll run the same sweep every day, and a lot of your best wins are quiet ones — the card that didn't fall through the cracks. If that kind of order-keeping bores you, this isn't your role. If a clean board gives you a little hit of satisfaction, you'll love it here.

What makes it genuinely good:

The mission is real. Every card you unstick moves an actual person closer to citizenship. You're not tracking widgets — you're the reason someone's claim to their heritage doesn't die in a queue.
It's basically detective work. Our records come from parish registers, Quebec dioceses, and century-old archives. Cases have twists and dead ends and satisfying breakthroughs. It's more interesting than your average admin gig.
Small team, real ownership. You'll work directly with the people who built this — no layers, no bureaucracy. Your work is visible and it matters the same day you do it.
Room to grow. This role is built to expand into owning the whole board and managing other auditors as we scale. Prove it out and you grow with us.
Fully remote, steady, long-term. A clear routine, clear expectations, and teammates who actually notice when you keep things clean.

You're a great fit if you
Have obsessive attention to detail — you notice the one card out of 200 that's off.
Are highly organized and process-minded — you think in checklists, thresholds, and "did this actually get done?"
Are comfortable living inside a Kanban / task board all day (Trello, Asana, ClickUp, Notion, or similar).
Are a proactive, polite follow-up person — you'll nudge teammates repeatedly without being annoying, and you don't let things drop.
Are comfortable communicating with outside parties by phone and email (record providers, offices, and similar) clearly and professionally — you'll make calls during US business hours to keep cases moving.
Have the judgment to know when to act vs. escalate — you resolve what you can yourself and flag only what genuinely needs the account manager.
Have strong written English and can communicate status clearly and briefly.
Are reliable and consistent — this role is about showing up and doing the sweep every single day.
Can manage high volume without losing track, and want to grow into owning the process.
Nice to have (not required)
Experience in operations, QA, project coordination, order management, or a records/genealogy/vital-records workflow.
Experience managing or training a small remote team.
Details
Type: Full-time, long-term. (Open to part-time to start for the right person — see salary below.)
Hours: Full-time, with a solid daily overlap with US Eastern business hours (9am–5pm ET). This role makes phone calls to records offices, archives, and providers, so daytime EST overlap is required.
Pay: $1,000–$1,200/month to start, with reviews and room to grow to $1,400–$1,600 as you take on more of the board.
How to Apply (screening — keep this in)

To apply, please do the following exactly:

Put the word CLEARED at the very top of your message (so I know you actually read this posting).
In writing, tell me: (a) a time you were responsible for making sure nothing fell through the cracks — a system you kept clean or a backlog you cleared, and (b) which task/Kanban tools you've used and how many items you were tracking at once.
Record a short video (60–90 seconds) and include the link — a Loom, Google Drive, or unlisted YouTube link all work. In the video:
Introduce yourself, and
Answer this scenario out loud: You notice a card has sat in "Pending" for 12 days with no update. Walk me through exactly what you'd do, step by step.
No fancy editing needed — I just want to hear your English and how you think through a problem. A video is required to be considered.

Applications without the CLEARED code word and a video link will not be reviewed.