Provides proactive, compassionate support to travelers before and during tours through phone, email, and text. Owns and resolves traveler cases, researches issues, coordinates with Tour Directors, improves customer experiences, and addresses feedback. The role requires strong organization, attention to detail, problem-solving, prioritization, and customer service skills in a hybrid Cambridge, Massachusetts environment with rotating Saturday coverage.
Target Start Date: January 5, 2027
Application Deadline: December 4, 2026
**For consideration, applicants must live/relocate to the state of Massachusetts 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.
The Opportunity
Trip Specialists (TSs) are obsessed with customer satisfaction and thrive in a fast-paced, dynamic environment. You’ll field calls as well as research, resolve and manage traveler inquiries and issues that require follow-up in an enthusiastic, compassionate, and timely manner.
- You will maintain the primary ownership for assigned traveler cases, resolving them in a timely, efficient manner that exceeds customers’ expectations while meeting company goals
- You will identify and implement opportunities to enhance a customer’s experience prior to departure while ensuring travelers' satisfaction and furthering brand loyalty to EF Ultimate Break
- You will be the voice of EF Ultimate Break for our customers, passionate and professional about delivering the best possible customer experience
- You will provide traveler support through email, text, and phone communication, to prepare travelers for their unique tour experience after booking and while on tour
- You are known for your keen attention to detail, strong organizational skills, and creative approach to problem-solving
- You consistently demonstrate a positive attitude in approaching challenging situations
- You are eager to take the lead, use all the tools at your disposal and not stop until a customer is happy
- You will collaborate with our Tour Director community across the world in preparing travelers for their tour and continuing support while they are traveling
- You seek out ways to be proactive in preparing travelers and looking for surprise and delight opportunities at every step of their journey
- You will review traveler feedback and address concerns to help influence continued travel and/or improve our future offerings
Who We Are Looking For
- You have 2-3 years of customer service experience
- You continuously juggle and prioritize tasks and work efficiently under pressure, you love crossing things off your to do list and once that’s done you look for more
- You are excited to stay on top of your tasks with minimal supervision
- You are solutions-oriented and a self-starter
- You recognize great customer service, and you strive to provide it each day
- You are passionate about travel and are energized by helping others see the world
- You are excited to help every customer plan towards an inspiring and life-changing adventure
- An influencer and a natural networker who loves talking to people
- Someone who believes no question is too silly
- Above and beyond is the only way you do things
- You want to be part of a team that motivates and inspires you
Schedule & Hours
Monday through Friday--
- 9:00 AM–5:30 PM two days a week
- 10:30 AM–7:00 PM three days a week
- Plus shared rotating Saturday coverage (typically 1–2 Saturdays a quarter)
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, 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 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: Amazing offices designed to match the caliber of the people who work there, plus the flexibility of working from on Fridays
- Compensation: First-year on-target earnings of $50,000 with opportunity of some overtime and $5-10,000 bonus potential
Some companies are in the business of banking. Others are in the business of shoes. Or 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 offices and schools located in some of the world’s greatest cities, and filled with smart, driven people (over 50,000 of us) who push each other to be better every day. But it’s what we do together - building greater understanding, breaking down barriers, and creating a better world - that makes all the difference.
Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that share a common mission of opening the world through education. EF has been recognized on Forbes 2025 and 2024 World’s Best Employers and 2024 Top Companies for Women lists, Fast Company’s 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact.
At EF Ultimate Break, we’re about way more than collecting passport stamps. Our guided tours empower young adults aged 18–35 to explore a world outside their comfort zones. Each immersive tour creates experiences that last a lifetime, building bonds with fellow travelers that go beyond borders and cultures, and help bring the world a little bit closer. WARNING: Working at Ultimate Break may inspire your own desire to experience the world, good news is- we’ll help with that!
Learn more about EF Ultimate Break: https://www.efultimatebreak.com/
EF Education First Cambridge, Massachusetts, USA Office
Two Education Circle, Cambridge, MA, United States, 02141
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