Customer Service Specialist

Jobtailor; Cambridge (MA); On-site; USD 50,000 - 65,000; Full time

Job summary

EF Go Ahead is seeking an empathetic customer service specialist to connect travelers with the world through travel. You will build authentic relationships, anticipate needs, and deliver a supportive experience across channels.

In this role you will work with internal teams to resolve traveler requests, make thoughtful decisions in an AI-assisted workflow, and help travelers move from frustration to resolution with calm and clarity.

Qualifications

• 4 years of customer service or client-facing experience.
• Empathy and relationship-building.
• Comfort with AI-powered tools and technology.

Responsibilities

• Build authentic relationships with travelers as part of the EF Go Ahead community.
• Proactively reach out to travelers before departure to set expectations and build excitement.
• Collaborate with internal teams to resolve traveler requests with a cohesive experience.
• Make decisions within an AI-powered workflow and provide feedback to improve tools.
• De-escalate emotionally charged situations with patience and resolve.
• Adapt communication style across phone, email, and chat to travelers.
• Exercise independent judgment on policy exceptions and resolutions.

Education

4-year college degree

Job description

Responsibilities

• 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 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

Requirements

• 4 years of relevant customer service or client-facing experience or a 4-year college degree
• Your work is driven by empathy and relationship building. You genuinely care about the people you speak with, and it shows in every interaction
• High emotional intelligence. You read the room, adapt your approach, and help people feel heard before offering solutions
• Sound judgment and confidence under pressure. You know when to elevate, when to hold firm, and when to go above and beyond
• Naturally curious. You ask good questions of travelers, peers, and processes, because you want to understand, not just execute
• A natural collaborator. You work fluidly across teams to solve traveler problems that no single person owns alone
• Bring purpose to your work. The mission of connecting people to the world through travel matters to you personally.
• Embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working as opportunities to get better
• Comfortable adopting new technology and AI-powered tools in order to work smarter and provide high-quality service to our travelers