Customer Service Specialist
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
- 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.
- Empathy and relationship building.
- Thrive in complexity.
- High emotional intelligence.
- Sound judgment and confidence under pressure.
- Naturally curious.
- Natural collaborator.
- Bring purpose to your work.
- 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
- 25% company match on your 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, 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
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What This Job Offers
Job Type
Full-time
Career Level
Intern
