Bilingual Customer Service Specialist

Bilingual Traveler Support Specialist (TSS) (Spanish/English)

EF Go Ahead Tours

Cambridge, MA

Start Date:

October 27, 2026

Final date to receive applications:
September 25, 2026

• 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.

This is a customer-facing role that owns the pre‑departure experience for our travelers: starting from the moment after a traveler books through the day they depart on tour. You will work to personalize each traveler’s journey, resolve complex situations with empathy and care, and build the kind of trust that brings people back year after year. We are committed to giving every Go Ahead traveler an EPIC pre‑tour experience:
Easy, Personal, Immersive, and rooted in Community and Connection. You are central to delivering that promise.

We use AI to make our service more personal, truly seamless and deeply human. As a Traveler Support Specialist, you will use AI tools to truly understand our travelers and support them every step of the way to deliver a beautiful customer experience.

• 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, whether a solo retiree or a first‑time international 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.

• Standard:
  Monday – Friday: 9:00-5:30 pm
• Weekend Work: 1 day/month – take a weekday off when you work a weekend day
• Training Hours for first month: 9:00 – 5:30 pm Local Time

• Fluent in both written and spoken English and Spanish. The majority of this role will be conducted in English, with Spanish called upon as needed to support our Spanish‑speaking travelers.
• Driven by empathy and relationship building, you genuinely care about the people you speak with, and it shows in every interaction, leaving the traveler feeling more confident in their decision to travel with us.
• Thrives in complexity. When a situation has no clear script, you feel energized, not paralyzed, to find the right path.
• High emotional intelligence: reads the room, adapts the approach, and helps people feel heard before offering solutions.
• Sound judgment and confidence under pressure. Knows when to elevate, when to hold firm, and when to go above and beyond.
• Natural curiosity. Asks good questions of travelers, peers, and processes, because you want to understand, not just execute.
• Collaborative. Works fluidly across teams to solve traveler problems that no single person owns alone.
• Purpose‑driven. The mission of connecting people to the world through travel matters to you personally.
• Growth mindset, welcoming feedback, new tools, and evolving ways of working as opportunities to get better.
• Comfortable adopting new technology and AI‑powered tools to work smarter and provide high‑quality service to our travelers.
• Has 4 years of relevant customer service or client‑facing experience or a 4‑year college degree.

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation your first year, ten paid holidays,…