Customer Service Specialist

JOB DESCRIPTION

Internally titled: Traveler Support Specialist (TSS)

EF Go Ahead Tours

Cambridge, MA

Start Date: October 27, 2026

Application Deadline: September 25, 2026

For consideration, applicants must be living in the state of MA or within commutable distance to our Cambridge, MA office. Enjoy the flexibility of working from home on Fridays, while collaborating in the office from Monday through Thursday.

The Opportunity

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.

What You’ll Do

• 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.
• Schedule
• Standard: Monday: Friday: 9:00-5:30 pm
• Weekend Work: 1 day/month - take a weekday off when you work a weekend day
• Training Hours for first month: 9:00 - 5:30 pm Local Time

Who You Are

• Your work is driven by empathy and relationship building. You genuinely care about the people you speak with, and it shows in every interaction, leaving the traveler feeling more confident in their decision to travel with us.
• You thrive in complexity. When a situation has no clear script, you feel energized, not paralyzed, to find the right path.
• You have high emotional intelligence. You read the room, adapt your approach, and help people feel heard before offering solutions.
• You exercise sound judgment and confidence under pressure. You know when to escalate, when to hold firm, and when to go above and beyond.
• You are naturally curious. You ask good questions of travelers, peers, and processes, because you want to understand, not just execute.
• You are a natural collaborator. You work fluidly across teams to solve traveler problems that no single person owns alone.
• You bring purpose to your work. The mission of connecting people to the world through travel matters to you personally.
• You embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working as opportunities to get better.
• You are comfortable adopting new technology and AI-powered tools in order to work smarter and provide high-quality service to our travelers.
• You have 4 years of relevant customer service or client-facing experience or a 4-year college degree.

Why you’ll love working here: Perks, Benefits, and more!

This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.

In addition, you can expect:

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
• Exciting business travel opportunities
• 25% company match on your 401(k) contributions
• Market-leading medical, dental and vision coverage, along with 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
• In-Office Work Policy : Enjoy the flexibility of working from home on Fridays, while collaborating in the office from Monday through Thursday.
• Compensation: First-year on-target earnings of $55,000 ($50,000 salary and $3,000-5,000 bonus); overtime-eligible

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