Bilingual Customer Service Specialist

Overview

Bilingual Customer Service Specialist (Spanish/English)

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Internally titled: Bilingual Traveler Support Specialist (TSS)

EF Go Ahead Tours
Cambridge, MA

Start Date: October 28, 2025

Application Deadline: September 29, 2025

For consideration, applicants must be living in the state of MA or within commutable distance to our Cambridge, MA office. Enjoy the flexibility of working from home on Fridays, while collaborating in the office from Monday through Thursday.

Responsibilities

• Communicate via phone, email, and chat to serve as the main point of contact for travelers after booking; adapt your communication style to match each traveler’s preferred method.
• Work proactively and reactively to set expectations, respond to requests and questions, and enhance the pre-departure experience.
• Prioritize tasks, balance diverse responsibilities, and work efficiently toward team goals and performance metrics.
• Maintain a high capacity while delivering exceptional support; demonstrate attention to detail, organizational skills, and creative problem solving to find the best solutions for travelers.
• Contribute to a positive, adaptable team environment and embody a proactive, solution-oriented mindset.

Who We Are Looking For

• Fluent in both written and spoken Spanish and English. The majority of the role is conducted in English, with Spanish used to accommodate Spanish-speaking travelers as needed.
• Keen attention to detail and the ability to understand and follow complex, cross-functional processes across multiple departments.
• Confident de-escalation skills and ownership of a case from start to finish.
• Ability to explain the rationale behind policies in a way that makes customers feel heard and supported.
• Strong commitment to customer service and a positive, solutions-oriented mindset.
• Comfort with change and the ability to think on your feet; self-starter and intrinsically motivated.
• Enjoy puzzles and derive satisfaction from solving them; thrives in a people-focused, networked environment.
• Team-oriented with a drive to go above and beyond.

Why you’ll love working here

Perks, benefits, and more. EF Go Ahead Tours is a purpose-driven, international community that values learning, innovation, and mutual support. You’ll join a team that loves travel and helping travelers have an EPIC pre-tour experience: Easy, Personal, Immersive, and rooted in Community and Connection.

In Addition, You Can Expect

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation in 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 life and disability insurance options
• Dependent care, healthcare and commuter FSAs
• Fertility care and family-building support
• Wellness benefits including a yearly fitness reimbursement
• Employee resource groups and robust EAP
• Tenure-based sabbatical eligibility
• EF Product Discounts (travel, language schools, Au Pair program, and more)
• Discounts at local venues and businesses
• In-Office Work Policy: hybrid schedule with Fridays remote and Monday-Thursday in the office
• Compensation: First-year on-target earnings of $55,000 ($50,000 salary and $3-5,000 bonus); overtime-eligible

About EF Go Ahead Tours

EF Go Ahead Tours believes in the power of travel to widen eyes and broaden minds. For over 30 years we’ve guided travelers on carefully crafted journeys to inspire greater understanding between people and cultures. Our global team works to help as many people as possible share in those experiences.

About EF Education First

EF is in the business of understanding—between people and cultures. We create immersive experiences through Language, Cultural Exchange, Academic Studies, and Educational Travel, and operate offices worldwide dedicated to fostering understanding and learning.

Job details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Education, Travel Arrangements, and Higher Education

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