Traveler Experience Concierge

Jobtailor; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

EF Go Ahead is seeking a customer-focused professional to build authentic relationships with travelers and manage expectations before departures. You will work across phone, email, and chat, using AI-powered tools to resolve requests and maintain a cohesive experience.

You will excel with empathy, emotional intelligence, and a growth mindset, thriving in complex situations and remaining calm under pressure while guiding travelers to positive outcomes.

Qualifications

• 4 years of relevant customer service or client-facing experience or a 4-year college degree.
• Empathy and relationship-building drive your work.
• You thrive in complexity.
• High emotional intelligence.
• Sound judgment and confidence under pressure.
• Naturally curious and collaborative.
• Brings purpose to work and growth mindset.
• Comfort with adopting AI-powered tools.

Responsibilities

• Build authentic relationships with travelers, making each person feel known and valued.
• Proactively reach out to travelers ahead of departure to set expectations and build excitement.
• Partner with internal teams to resolve traveler requests with a single, cohesive experience.
• Make meaningful decisions within an AI-powered workflow, approving and redirecting communications as needed.
• Own and de-escalate emotionally charged situations with patience and composure.
• Adapt communication style to match travelers’ needs across phone, email, and chat.
• Exercise independent judgment on policy exceptions, compensation, and resolution decisions.

Skills

Empathy

Emotional intelligence

Complex problems

Curiosity

Collaborator

Growth mindset

AI tools

Patience under pressure

Education

4-year college degree

Tools

AI-powered tools

Job description

EF Go Ahead is seeking a customer-focused professional to build authentic relationships with travelers and manage expectations before departures. You will work across phone, email, and chat, using AI-powered tools to resolve requests and maintain a cohesive experience.

You will excel with empathy, emotional intelligence, and a growth mindset, thriving in complex situations and remaining calm under pressure while guiding travelers to positive outcomes.