Bilingual Customer Service Specialist

Education First•Denver, CO

3d•$50,000 - $55,000•Hybrid

About The Position

This is a customer-facing role that owns the pre-departure experience for our travelers, starting from the moment after a traveler books through the day they depart on tour. You will work to personalize each traveler’s journey, resolve complex situations with empathy and care, and build the kind of trust that brings people back year after year. We are committed to giving every Go Ahead traveler an EPIC pre-tour experience: Easy, Personal, Immersive, and rooted in Community and Connection. You are central to delivering that promise. We use AI to make our service more personal, truly seamless and deeply human. As a Traveler Support Specialist, you will use AI tools to truly understand our travelers and support them every step of the way to deliver a beautiful customer experience.

Requirements

Fluent in both written and spoken English and Spanish.
4 years of relevant customer service or client-facing experience or a 4-year college degree.
Comfortable adopting new technology and AI-powered tools in order to work smarter and provide high-quality service to our travelers.

Nice To Haves

The majority of this role will be conducted in English, with Spanish called upon as needed to support our Spanish-speaking travelers.
Your work is driven by empathy and relationship building.
You genuinely care about the people you speak with, and it shows in every interaction, leaving the traveler feeling more confident in their decision to travel with us.
You thrive in complexity. When a situation has no clear script, you feel energized, not paralyzed, to find the right path.
You have high emotional intelligence. You read the room, adapt your approach, and help people feel heard before offering solutions.
You exercise sound judgment and confidence under pressure. You know when to escalate, when to hold firm, and when to go above and beyond.
You are naturally curious. You ask good questions of travelers, peers, and processes, because you want to understand, not just execute.
You are a natural collaborator. You work fluidly across teams to solve traveler problems that no single person owns alone.
You bring purpose to your work. The mission of connecting people to the world through travel matters to you personally.
You embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working as opportunities to get better.

Responsibilities

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, whether a solo retiree or a first-time international 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.

Benefits

Four weeks paid vacation your first year
ten paid holidays
two floating holidays
Market-leading medical, dental and vision coverage
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
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