Customer Service Specialist

EF Education First Teachers

Traveler Support Specialist personalizing the pre-departure experience for travelers through empathetic and AI-enhanced support.

Posted 7/18/2026full-timeCambridge • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on empathy and relationship building, effectively managing emotionally charged situations and adapting communication styles to meet diverse traveler needs. Proficient in utilizing AI-powered tools to enhance service delivery and decision-making.

Highest-signal resume keywords

Customer Service ExperienceEmotional IntelligenceConflict ResolutionCollaborationAI-Powered Tools

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

EmpathyRelationship BuildingAdaptabilityJudgment Under PressureCuriosity

Tools & Technologies

AI-Powered ToolsCommunication Platforms

Industry Keywords

Client-Facing ExperienceTraveler SupportProblem SolvingFeedback ImplementationGrowth Mindset

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Build authentic relationships with travelers, making each person feel known, valued, and genuinely cared for as part of the EF Go Ahead community
Proactively reach out to travelers ahead of departure to set expectations, answer questions, and build excitement, tailoring interactions so that every traveler feels seen and supported
Partner with internal teams to resolve traveler requests seamlessly, owning the outcome and ensuring travelers receive a single, cohesive experience
Make meaningful decisions within an AI-powered workflow, from approving and redirecting traveler communications to challenging output that misses the mark, with your feedback directly influencing how our tools improve
Take ownership of and de-escalate emotionally charged situations with patience and composure, guiding travelers from frustration to resolution and confidence
Adapt your communication style and approach to match each traveler’s needs and preferences across phone, email, and chat
Exercise independent judgment on policy exceptions, compensation, and resolution decisions

Requirements

What you’ll need

4 years of relevant customer service or client-facing experience or a 4-year college degree
Your work is driven by empathy and relationship building. You genuinely care about the people you speak with, and it shows in every interaction
High emotional intelligence. You read the room, adapt your approach, and help people feel heard before offering solutions
Sound judgment and confidence under pressure. You know when to escalate, when to hold firm, and when to go above and beyond
Naturally curious. You ask good questions of travelers, peers, and processes, because you want to understand, not just execute
A natural collaborator. You work fluidly across teams to solve traveler problems that no single person owns alone
Bring purpose to your work. The mission of connecting people to the world through travel matters to you personally.
Embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working as opportunities to get better
Comfortable adopting new technology and AI-powered tools in order to work smarter and provide high-quality service to our travelers

Benefits

Comp & perks

Commitment to professional growth: robust monthly calendar of trainings and workshops
Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
Exciting business travel opportunities
25% company match on your 401(k) contributions
Market-leading medical, dental and vision coverage, along with options for life and disability insurance, accident and hospital insurance, legal and pet insurance
Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
Access to fertility care and family-building support
Wellness benefits including a yearly fitness reimbursement
Frequent social and learning events, including access to our employee-run resource groups
Robust Employee Assistance Program
Tenure-based sabbatical eligibility
EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
Discounts at local venues and businesses