Bilingual Customer Service Specialist

EF Education First / Hult•Cambridge, MA

4d•$50,000 - $55,000•Hybrid

About The Position

This is a customer-facing role that owns the pre-departure experience for EF Go Ahead Tours travelers, from booking to departure. The specialist will personalize traveler journeys, resolve complex situations with empathy and care, and build trust to encourage repeat business. The role is central to delivering an EPIC (Easy, Personal, Immersive, and rooted in Community and Connection) pre-tour experience, utilizing AI tools to understand travelers and provide seamless support. The position is based in Cambridge, MA, with a hybrid work model (in-office Monday-Thursday, remote on Fridays).

Requirements

Fluent in both written and spoken English and Spanish.
High emotional intelligence; ability to read the room, adapt approach, and help people feel heard before offering solutions.
Ability to exercise sound judgment and confidence under pressure.
Naturally curious and asks good questions to understand processes.
Natural collaborator, working fluidly across teams to solve traveler problems.
Embraces a growth mindset, welcoming feedback, new tools, and evolving ways of working.
Comfortable adopting new technology and AI-powered tools.
4 years of relevant customer service or client-facing experience or a 4-year college degree.

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.
Work is driven by empathy and relationship building; genuinely care about the people you speak with.
Thrive in complexity; energized by situations with no clear script to find the right path.
Bring purpose to your work; the mission of connecting people to the world through travel matters personally.

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

Commitment to professional growth: robust monthly calendar of trainings and workshops
Four weeks paid vacation your first year
Ten paid holidays
Two floating holidays
Exciting business travel opportunities
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 insurance
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