Customer Service Specialist

EF Go Ahead Tours Internally titled: Traveler Support Specialist (TSS) Cambridge, MA Start Date: October 27, 2026 Application Deadline: September 25, 2026 Opportunity This is a customer‑facing role that owns the pre‑departure experience for our travelers: from the moment a traveler books through the day they depart on tour. You will personalize each journey, resolve complex situations with empathy, and build trust that brings people back year after year. We are committed to delivering 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 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 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; your feedback directly influences 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 & Hours 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 Driven by empathy and relationship building; you genuinely care about the people you speak with. Thrives in complexity; you are energized by situations with no clear script. Possesses high emotional intelligence; you adapt your approach and help people feel heard. Exhibits sound judgment and confidence under pressure; you know when to escalate, hold firm, or go above and beyond. Naturally curious; you ask good questions of travelers, peers, and processes. Collaborates fluidly across teams to solve issues that no single person owns. Brings purpose to your work; the mission of connecting people through travel matters to you personally. Embraces a growth mindset, welcoming feedback, new tools, and evolving ways of working. Comfortable adopting new technology and AI‑powered tools to work smarter and provide high‑quality service. Has 4 years of relevant customer service or client‑facing experience, or holds a 4‑year college degree. Benefits 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, 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 employee‑run resource groups. Robust Employee Assistance Program. Tenure‑based sabbatical eligibility. EF Product Discounts (travel, language schools, Au Pair program, etc.). Discounts at local venues and businesses. In‑Office Work Policy: work from home on Fridays, collaborate in office Monday‑Thursday. Compensation: first‑year on‑target earnings of $55,000 ($50,000 salary + $3,000‑5,000 bonus); overtime‑eligible. About Us EF is a global association of education companies dedicated to opening the world through education. Founded in 1965 in Sweden, we have over half a century of experience fostering understanding through language, cultural exchange, academic studies, and educational travel. EF has been recognized on Forbes 2025 and 2024 World’s Best Employers and 2024 Top Companies for Women lists, Fast Company’s 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact. About The Team At EF Go Ahead Tours we guide travelers — from young professionals to retirees, solo travelers to entire families — on carefully crafted journeys. Each experience is an opportunity to create unforgettable moments and inspire greater understanding between people and cultures. Our global team strives to help as many people as possible share in these experiences. Contact Learn more about EF Go Ahead tours: #J-18808-Ljbffr