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Customer Service Specialist
EF Education First Teachers. Own the pre-departure experience from booking through tour departure .
Posted 9/25/2026full-timeCambridge • Massachusetts • United StatesMid-LevelSenior💰 $50,000 per yearWebsite
About the role
Key responsibilities & impact- Own the pre-departure experience from booking through tour departure
- Build authentic relationships with travelers
- Proactively contact travelers to set expectations, answer questions, and build excitement
- Personalize interactions for different traveler needs
- Partner with internal teams to resolve traveler requests and own outcomes
- Use AI-powered workflows to approve, redirect, and improve traveler communications
- Challenge inaccurate AI output and provide feedback to improve tools
- De-escalate emotionally charged situations and guide travelers to resolution
- Communicate across phone, email, and chat
- Exercise independent judgment on policy exceptions, compensation, and resolutions
Requirements
What you’ll need- Applicants must live in Massachusetts or within commutable distance to the Cambridge, MA office
- 4 years of relevant customer service or client-facing experience or a 4-year college degree
- Empathy and relationship-building orientation
- Ability to thrive in complex, non-scripted situations
- High emotional intelligence
- Sound judgment and confidence under pressure
- Curiosity and willingness to ask questions
- Natural collaboration across teams
- Commitment to connecting people to the world through travel
- Growth mindset and openness to feedback and evolving tools
- Comfort adopting new technology and AI-powered tools
- Ability to work Monday–Friday, 9:00 a.m.–5:30 p.m.
- Weekend work one day per month, with a weekday off in exchange
Benefits
Comp & perks- Robust monthly calendar of trainings and workshops
- Four weeks paid vacation your first year
- Ten paid holidays
- Two floating holidays
- Exciting business travel opportunities
- 25% company match on 401(k) contributions
- Medical, dental and vision coverage
- Life and disability insurance options
- Accident and hospital insurance
- Legal and pet insurance
- Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
- Fertility care and family-building support
- Wellness benefits including yearly fitness reimbursement
- Frequent social and learning events
- Access to employee-run resource groups
- Robust Employee Assistance Program
- Tenure-based sabbatical eligibility
- EF Product Discounts
- Discounts at local venues and businesses
- Flexible work from home on Fridays
- Overtime eligibility
- $3,000–$5,000 bonus opportunity