Bilingual Customer Service Specialist

Education First•Boston, MA

3d•$55,000•Hybrid

About The Position

This is a customer-facing role that owns the pre-departure experience for travelers, from the moment after booking through the day they depart on tour. The role involves personalizing each traveler's journey, resolving complex situations with empathy and care, and building trust to encourage repeat business. The company aims to provide an EPIC (Easy, Personal, Immersive, and rooted in Community and Connection) pre-tour experience, utilizing AI to enhance service personalization and human connection. The Bilingual Traveler Support Specialist will use AI tools to understand travelers and support them throughout their journey, ensuring 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.
Ability to thrive in complexity and find the right path when situations lack a clear script.
High emotional intelligence, with the ability to read the room, adapt approach, and help people feel heard before offering solutions.
Sound judgment and confidence under pressure.
Natural curiosity and a desire to understand.
Ability to work fluidly across teams to solve problems.
A belief in the mission of connecting people to the world through travel.
Embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working.
Must be living in the state of MA or within commutable distance to the Cambridge, MA office.

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 to ensure 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, including approving and redirecting traveler communications and providing feedback to improve AI tools.
Take ownership of and de-escalate emotionally charged situations with patience and composure, guiding travelers from frustration to resolution and confidence.
Adapt 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
25% company match on 401(k) contributions
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
Frequent social and learning events
Access to 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