Traveller Support Specialist, Customer Service

EF Education First Gruppe; Toronto; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

An international educational organization in Toronto is seeking a Traveller Support Specialist to provide exceptional customer service. This role focuses on assisting customers through their travel preparations via phone, email, and chat. The ideal candidate thrives in a dynamic environment, possesses strong communication skills, and has a passion for travel. Enjoy a hybrid work model and the opportunity to travel for free at least once a year.

Benefits

Four weeks paid vacation

20% company match on RRSP contributions

Free coffee and snacks

Health, dental, and vision coverage

Wellness benefits

Workplace Flexibility Program

Qualifications

• Previous customer service experience is an asset.
• Ability to handle high-volume environments.
• Willingness to learn and adapt.

Responsibilities

• Deliver high-quality support across phone, email, and chat.
• Resolve complex issues with a solutions-first mindset.
• Manage multiple high-priority tasks daily.

Skills

Exceptional communication

Problem-solving

Time management

Empathy

Adaptability

Job description

Traveller Support Specialist (Customer Service)
EF Educational Tours

Full Time: Monday-Friday

Start Date: September/October 2025

Location: Toronto, ON - Hybrid

EF Educational Tours helps teachers change their students’ lives through educational travel, with itineraries designed around experiential learning that spark curiosity, confidence, and connection. Our mission is to open the world through education—helping people see new places, experience new cultures, and discover more about the world and themselves.

As a Traveller Support Specialist, you’ll be the first point of contact for customers as they prepare for their journeys—and the voice that ensures every step feels exciting and supported. Most of your day will be spent on the phone, with additional support provided through email and chat and completing administrative tasks to keep things organized. This role is all about creating a calm, caring, and confident experience: helping families navigate questions, solving problems with empathy, and celebrating the magic of travel along the way. Whether you’re reassuring a nervous parent, guiding a customer through complex travel rules, or handling a tough conversation with patience and professionalism, you’ll go above and beyond to make every interaction exceptional. If you thrive on delivering remarkable customer experiences and believe that travel changes lives, we want to hear from you.

What You’ll Do

• Deliver high-quality customer support across phone, email, and live chat—always with empathy, patience, and professionalism
• Mediate and resolve complex issues with a solutions-first mindset, staying calm under pressure while advocating for the best possible customer outcome
• Collaborate closely with sales and operations teams to anticipate challenges, troubleshoot problems, and ensure every traveller feels fully supported
• Work with a solutions-oriented approach, troubleshooting & problem solving for customer complaints and inquiries efficiently and successfully
• Escalate queries and issues in a timely manner when needed by liaising with key stakeholders and collaborating with other departments
• Manage and complete multiple high-priority responsibilities on a daily basis - multitasking masters, we’re looking for you!
• Be willing to enthusiastically take on new projects at any time, providing support and assistance as needed to ensure the team is able to operate seamlessly

Who You Are

• People from all different backgrounds have thrived in this role. What they have in common is that they are:
• Always going above and beyond – you know it’s the only way to do things!
• Areanexceptionally good communicator: clear, empathetic, persuasive and trustworthy
• You thrive in a high-volume environment where phones are ringing and inboxes are full—and you stay steady, positive, and focused through it all
• You have excellent time management and multitasking skills, balancing speed with quality and detail
• Are solutions-oriented, entering each customer interaction with an intent to solve problems and the ability to find creative solutions if necessary
• You bring a positive attitude, a team-first mindset, and a genuine care for the people you’re supporting
• You never say “that’s not my job”—you’re adaptable, proactive, and eager to help
• Are a lifelong learner who believes in the power of experiential educationand are passionate about travel
• Are currentlyauthorized to work in Canada
• Some prior customer service experience is an asset

Why You’ll Love Working Here

• Work in our light-filled, conveniently located downtown office where you’ll be part of a fun, fast-paced and collaborative team, working together to make an impact. Did we mention we were voted one of Greater Toronto’s Top Places to Work 3 years in a row? Plus, enjoy free coffee and snacks!
• The opportunity to travel with your customers for FREE at least once a year! Experience the product you’ll be selling first-hand by embarking on one of our unique travel itineraries alongside one of our student tour groups
• Take advantage of our professional growth and learning opportunities, including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Participate in social networking opportunities by joining one of our many employee-run social groups, like book club or movie club, or any of our “EFinity” resource groups.
• Enjoy four weeks paid vacation, to rest, relax or adventure - plus 11 paid holidays
• Grow your savings with a 20% company match on your RRSP contributions (25% after 5-years!)
• Excellent health, dental, and vision coverage, along with life and disability insurance
• Wellness benefits, including an annual $500 healthy lifestyle reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Discounts at local venues and businesses
• Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with 1 day of remote work per week.

About Educational Tours Canada

For over 40 years in Canada, EF Educational Tours has been helping teachers and students experience the life-changing power of travel. We believe travel transforms: it sparks curiosity, builds confidence, and opens minds to new perspectives. At EF, you’ll be part of a team that empowers the next generation and supports the educators who guide them—work that truly makes the world a better place.

About EF Education First

Some companies are in the Business of Technology.

Others are in the Business of Finance….Sports…Or Soft Drinks.

At EF, we\'re in a different kind of Business.

One that\'s a little less tangible, and a lot more important.

Because our Business, what we make, makes everything else possible.

We\'re in the Business of Understanding.

For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You’ll find our 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.

Want to learn more about life at EF? Follow us on social.