Flights Support Specialist
Travel Service
EF World Journeys
Start Date: October 2, 2023

The Role:

A career with EF combines the support and opportunity of a large international organization with the spirit and energy of a small business. We look for thinkers and doers - creative, collaborative, and motivated people who are excited by education and travel.

EF Education First, the world leader in international education, is looking for a passionate, organized, and dedicated Flights Support Specialist to join EF’s Travel Flights Support Team. In this role, you will be a member of an energetic, multinational team and report to the manager of the Travel Service Team for EF World Journeys.

The ideal candidate is driven to provide a beautiful customer experience, has a problem-solving mindset, and creatively provides optimal flight itineraries for each customer’s preferences and needs.

What you’ll be doing:

• A member of the Flight Support Team responsible for all customer flight requests across World Journeys.
• Managing traveler requests submitted via Zendesk forms and sales and service teams.
• Consulting travelers on live flight booking calls to confirm their optimal flight itinerary that meets their preferences and needs.
• Upselling customers on upgraded flight experiences to drive positive increase in upgrade take rate.
• Assisting product teams in training, expectations setting, and complex requests and customers.
• Navigate internal and external systems and processes with accuracy and expertise.
• Gaining in-depth knowledge of airline contracts and policies to ensure we are considering all possible flight options.
• Auditing current workflows to implement optimal processes to increase efficiency and improve understanding of the customer’s flight journey through systems.

Who you are:

• Customer and solutions-oriented individual that thrives in fast paced environment working in many different systems.
• Motivated to achieve Service Level Agreements to ensure a beautiful customer journey.
• Attentive to customer requests, going above and beyond to offer exceptional solutions.
• An excellent communicator both written and oral with the ability to clearly convey information.
• Able to navigate difficult customers and requests with a solution focused approach.
• Easily adaptable and embody a “nothing is impossible attitude” when it comes to helping your team achieve its goals.
• Flexible and understand that the Travel industry is unpredictable, and you are prepared to ride the highs and lows.
• A teammate who comes to work every day with a work hard and have fun attitude .

Why you’ll love working here:

Work in our beautiful Cambridge office where you’ll enjoy comprehensive professional development, frequent social programming, and our employee-run “EFinity” groups: Black@EF, LGBTQ+@EF, Latinx+@EF, API@EF, Accessiblility@EF, Jewish@EF, Faith@EF, Indigenous@EF, and Parents@EF.

You can also expect:

• Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with up to two days working from home per week
• Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Four weeks paid vacation your first year, ten paid holidays and two floating holidays
• 25% company match on your 401(k)
• Excellent medical, dental, and vision coverage, along with life and disability insurance
• Paid international business travel
• Wellness benefits and a yearly fitness reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Dependent care, healthcare, and commuter flexible spending accounts (FSAs)
• Discounts at local venues and businesses

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs-focused on language, travel, cultural exchange, and academics-turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about-we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience, and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://ef.com

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.