Customer Support Specialist

Education First•Denver, CO

5d•Hybrid

About The Position

Cultural Care Au Pair is hiring a Customer Support Specialist for its Denver office. The role serves as a key resource for host families, au pairs, and Local Childcare Consultants, providing support by phone, live chat, and email. The specialist helps resolve customer issues promptly and empathetically, supports a seamless customer experience, and works with global teams to share best practices and improve support.

Requirements

At least 1 year of customer service experience.
Ability to work autonomously while managing phone, chat, and email concurrently.
Ability to thrive in a fast-paced environment and manage a high volume of priorities.
Ability to handle difficult customer interactions constructively.
Ability to balance technological and functional skills with clear, concise communication.
Comfort applying program policies in ambiguous or unfamiliar customer scenarios while balancing participant support with organizational best practices.
Excellent written and verbal communication skills.
Excellent attention to detail and organizational skills.
Creative problem-solving skills, critical thinking, and ability to learn quickly.
Availability Monday through Friday, 9:00 a.m. to 5:30 p.m. Mountain Time; schedules may vary and flexibility is required.

Nice To Haves

Experience with Salesforce or another CRM or email management system.

Responsibilities

Answer inbound calls on the 1-800 support line, providing efficient and empathetic assistance and resolving customer needs on first contact whenever possible.
Respond to customer inquiries through live chat with clear, concise communication.
Create, manage, and resolve customer emails in Salesforce, maintaining accurate and complete records.
Prioritize customer needs, manage expectations, and follow through until issues are resolved.
Identify and implement opportunities to enhance the customer experience.
Escalate complex issues to the appropriate Cultural Care department for timely resolution.
Collaborate with global teams to share best practices and improve support.
Build relationships across job functions and departments.

Benefits

Monthly trainings and workshops supporting professional growth.
Four weeks of paid vacation in the first year, ten paid holidays, and two floating holidays.
Business travel opportunities.
25% company match on 401(k) contributions.
Medical, dental, and vision coverage, with options for life and disability insurance, accident and hospital insurance, legal insurance, and pet insurance.
Dependent care, healthcare, and commuter Flexible Spending Accounts.
Fertility care and family-building support.
Wellness benefits, including yearly fitness reimbursement.
Social and learning events, including employee-run resource groups.
Employee Assistance Program.
Tenure-based sabbatical eligibility.
EF product discounts, including travel, international language schools, and the Au Pair program.
Discounts at local venues and businesses.
Office facilities and flexibility to work from home one day a week.