Bilingual Customer Service Specialist

Start Date: October 27, 2026. Applicants must live or relocate to Colorado or within commutable distance to our Denver, CO office. Hybrid schedule: in-office Monday–Thursday, remote Fridays.

About the role

This is a customer-facing role that owns the pre-departure experience for our travelers—from the moment after booking through the day they depart on tour. You will personalize each traveler’s journey, resolve complex situations with empathy and care, and build trust that brings people back year after year. We use AI tools to make our service more personal, seamless, and deeply human; you’ll leverage these tools to understand and support travelers every step of the way.

Responsibilities

• 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 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; your feedback directly influences 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.

Requirements

• Fluent in both written and spoken English and Spanish; the majority of the role is conducted in English, with Spanish used as needed to support Spanish-speaking travelers.
• 4 years of relevant customer service or client-facing experience or a 4-year college degree.
• Empathy-driven and relationship-focused; you genuinely care about the people you interact with, leaving travelers feeling confident in their decision to travel with us.
• Thrive in complexity; when situations have no clear script, you feel energized to find the right path.
• High emotional intelligence; you read the room, adapt your approach, and help people feel heard before offering solutions.
• Exercise sound judgment and confidence under pressure; you know when to escalate, when to hold firm, and when to go above and beyond.
• Naturally curious; you ask good questions of travelers, peers, and processes because you want to understand, not just execute.
• Natural collaborator; you work 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; you welcome feedback, new tools, and evolving ways of working as opportunities to improve.
• Comfortable adopting new technology and AI-powered tools to work smarter and provide high-quality service.

Schedule

• Standard hours: Monday–Friday, 9:00 AM–5:30 PM local time.
• Weekend work: 1 day per month; take a weekday off when you work a weekend day.
• Training hours for the first month: 9:00 AM–5:30 PM local time.

Pay

First-year on-target earnings of $55,000 ($50,000 salary and $3,000–$5,000 bonus); overtime-eligible.

Benefits

• 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, plus options for life and disability insurance, accident and hospital 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 employee-run resource groups.
• Robust Employee Assistance Program.
• Tenure-based sabbatical eligibility.
• EF Product Discounts (travel, international language schools, Au Pair program, and more).
• Discounts at local venues and businesses.
• Commitment to professional growth: robust monthly calendar of trainings and workshops.

About Us

EF (Education First) is a global association of education companies sharing a mission to open the world through education. For over 55 years, we’ve led international educational programs and experiences—language, cultural exchange, academic studies, and educational travel—that foster understanding between people and cultures. Our offices and schools are located in major cities worldwide, staffed by over 50,000 driven individuals who push each other to grow. EF has been recognized on Forbes’ World’s Best Employers and Top Companies for Women lists, Fast Company’s Next Big Things in Tech, and was a 2024 App Store Award winner in Cultural Impact.

About the Team

At EF Go Ahead Tours, we believe in the power of travel to widen perspectives, broaden minds, and inspire new ways of seeing the world and oneself. For over 35 years, we’ve guided travelers—from young professionals to retirees, solo adventurers to families—on carefully crafted journeys. Our global team works daily to help as many people as possible share in these transformative experiences. Learn more at www.goaheadtours.com.