Bilingual Customer Service Specialist (Spanish/English)
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.

At EF Go Ahead Tours we believe you’re never too old to be a student of the world. For over 25 years we have guided individuals across the globe through carefully crafted group travel. Our travelers range from young professionals to retirees, solo travelers to entire families, travel enthusiasts to those stepping off their first flight. We believe that the best way to learn about the world is to experience it. Every day we come to work hoping to help as many people as possible do just that.

In the role of Traveler Support Specialist (TSS), you’ll primarily communicate via phone, email, and chat to serve as the main point of contact for travelers after booking. Since we engage across multiple channels, you’ll need to adapt your communication style to match each traveler’s preferred method. You’ll work both proactively and reactively to set expectations, respond to requests and questions, and enhance the pre-departure experience. This dynamic role involves prioritizing tasks, balancing diverse responsibilities, and working efficiently toward team goals and performance metrics, all while maintaining a high capacity and delivering exceptional support. Your attention to detail, organizational skills, and creative problem-solving help you find the best solutions for travelers. Your positivity, adaptability, and “nothing is impossible” mindset make you a strong fit for the Traveler Support team. We’re committed to providing every Go Ahead traveler with an EPIC pre-tour experience: Easy, Personal, Immersive, and rooted in Community and Connection and we’re looking for passionate team members ready to make an impact.

Who We Are Looking For

• You are fluent in both written and spoken Spanish and English. The majority of this role will be performed in English but Spanish will be called upon from time to time to be able to accommodate our Spanish speaking travelers
• You demonstrate a keen attention to detail and the ability to understand and follow complex, cross-functional processes across multiple departments-ensuring consistency and accuracy in every interaction while contributing to a seamless customer experience.
• You are confident deescalating difficult conversations and owning the case from start to finish
• You are comfortable explaining the 'why' behind a policy in a way that makes customers feel heard and supported
• You recognize great customer service and you strive to provide it each day
• You are solutions-oriented and are known for positivity
• You embrace change and possess the ability to think on your feet
• You're a self-starter and intrinsically motivated
• You enjoy puzzles and get great satisfaction from completing them
• An influencer - a natural networker who loves talking to people
• Above and beyond is the only way you do things
• You want to be part of a team that motivates and inspires you

Why you’ll love working here: Perks, Benefits, and more!

This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.

In addition, you can expect:

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation 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, along with options for life and disability insurance, legal and pet insurance
• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
• Access to fertility care and family-building support
• Wellness benefits including a yearly fitness reimbursement
• Frequent social and learning events, including access to our employee-run resource groups
• Robust Employee Assistance Program
• Tenure-based sabbatical eligibility
• EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
• Discounts at local venues and businesses
• In-Office Work Policy: Enjoy the flexibility of working from home on Fridays, while collaborating in the office from Monday through Thursday.
• Compensation: First-year on-target earnings of $55,000 ($50,000 salary and $3-5000 bonus); overtime-eligible

About EF Go Ahead Tours

At EF Go Ahead Tours we believe in the power of travel to widen your eyes, broaden your mind and see the world and yourself in entirely new ways. For over 30 years we’ve guided travelers - from young professionals to retirees, solo travelers to entire families, on carefully crafted journeys. To us, each experience is an opportunity to not just create unforgettable moments, but to inspire greater understanding between people and cultures. Every day our global team comes to work hoping to help as many people as possible share in those experiences.

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.

Between people. Between cultures.

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.

At EF Education First, we believe that the world is better when people try to understand one another. Since 1965, EF has helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves.