Operations Emergency Support Team

EF Education First • Panama City, FL

11d • Remote

About The Position

The Safety and Incident Response team is seeking empathetic, positive individuals who remain calm under pressure in a fast-paced environment. In this role, team members use customer service and communication skills to streamline communications and operational incident-response case management. Team members take remote shifts from home during evenings (17:30–01:30) on weekdays, weekends, and public holidays throughout the year. There may also be opportunities to support the core Incident Response team during weekday daytime hours. The role requires access to a company-provided laptop and a stable internet connection. Applicants must have a Panamanian passport or the legal right to live and work in Panama. Applications should include a CV in English and are screened on a rolling basis.

Requirements

• Complete fluency in English and confident, clear communication.
• Excellent communication, customer service, and organizational skills.
• Strong attention to detail.
• Strong service orientation and listening skills.
• Ability to work well as part of a team.
• Positive attitude and empathy for others.
• Good judgment and ability to recognize when an issue should be escalated.
• Ability to remain calm under pressure.
• A strong sense of urgency and ability to act quickly.
• Panamanian passport or legal right to live and work in Panama.
• Access to a stable internet connection.

Nice To Haves

• Additional language skills.

Responsibilities

• Answer calls to the Operations Emergency line, open operational cases, and assign them to the appropriate specialist.
• Liaise with teammates across departments to ensure consistency in cases and case-management procedures.
• Provide on-tour support and assist with operational tasks required to produce a tour.
• Collaborate with internal stakeholders, including Procurement, Invoicing, and the Tour Director Department, to provide a positive customer experience.
• Assist the Safety and Incident Response team with administrative tasks as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed