Customer Support Specialist

EF Education First•Denver, CO

6d•Hybrid

About The Position

Cultural Care Au Pair is seeking a Customer Support Specialist for its Denver office. The role serves as a friendly and reliable point of contact for host families, au pairs, and Local Childcare Consultants (LCCs), providing support through a 1-800 phone line, live chat, and email. The specialist provides prompt assistance, resolves customer challenges, and helps create a seamless customer experience in a fast-paced, customer-centric environment. The ideal candidate enjoys helping people, communicates clearly, remains composed when customers are frustrated, and takes ownership of issues from first contact through resolution. The role requires managing phone, chat, and email inquiries, applying program policies in ambiguous situations, and working with colleagues and global teams to improve customer support. The position is based in the Denver office, with the flexibility to work from home one day a week. Availability is required Monday through Friday, 9:00 a.m. to 5:30 p.m. Mountain Time, though schedules may vary. Compensation starts at $50,000 based on experience. Overtime for hours over 40 per week is eligible with manager approval.

Requirements

At least 1 year of customer service experience.
Comfort working autonomously while managing phone, chat, and email at the same time.
Ability to thrive in a fast-paced environment and manage a high volume of priorities.
Ability to approach difficult customer interactions as challenges and opportunities for growth.
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 outstanding organizational skills.
Creative problem-solving skills, critical thinking, and ability to learn quickly.
Ability to handle complex customer issues and find solutions in high-pressure situations.
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, keeping records accurate, complete, and up to date.
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 overall 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.
Life and disability insurance, accident and hospital insurance, legal insurance, and pet insurance options.
Dependent care, healthcare, and commuter Flexible Spending Accounts (FSAs).
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-based work with the flexibility to work from home one day a week.