Customer Service Specialist Internally titled: Traveler Support Specialist (TSS) EF Go Ahead Tours Panama City, Panama Start Date: October 27, 2025 Application Deadline: September 19, 2025 **For consideration, applicants must live in Panama and hold a valid work permit in the country. This role follows a hybrid work model, with four days in-office and one remote day each week. The team collaborates to determine which day will be remote- typically Fridays or Saturdays, depending on the work week- to ensure coverage and consistency across the group. 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. To date, the Traveler Support Specialist (TSS) team has been based in the U.S., with established teams in Denver and Boston. The Panama location marks an exciting new chapter in our expansion, and you’ll be part of the very first cohort for Go Ahead Tours in this office. Who We Are Looking ForYou are fluent in written and spoken English, and proficiency in Spanish is preferred. While most of the role will be conducted in English, the ability to support Spanish-speaking travelers as needed is a valuable asset.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 finishYou are comfortable explaining the 'why' behind a policy in a way that makes customers feel heard and supportedYou recognize great customer service and you strive to provide it each dayYou are solutions-oriented and are known for positivityYou embrace change and possess the ability to think on your feetYou're a self-starter and intrinsically motivatedYou enjoy puzzles and get great satisfaction from completing themAn influencer - a natural networker who loves talking to peopleAbove and beyond is the only way you do thingsYou want to be part of a team that motivates and inspires you

Work Schedule & Flexibility

This role requires a flexible and adaptive approach to scheduling. While our operations often align with US-based Central Standard Time (CST), working hours may vary depending on business needs, team coverage, and seasonal demands.

Standard Weekly Hours:

Five days a week, 9:00 AM – 5:30 PM U.S. Central Standard Time (CST)

Example Schedule:

October 27th to November 28th (Onboarding):Workdays: Monday through FridayLocal Time: 9:00 AM - 5:30 PMDecember 1st to March 8th:Workdays: Monday through FridayLocal Time: 10:00 AM - 6:30 PMMarch 9th to November 1st:Workdays: May include one weekend day (e.g., Tuesday–Saturday)Local Time: 9:00 AM - 5:30 PMWhy 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 workshops22 days paid vacation and 12 national holidays,Health and life insurance to all our staff (Eligible after the 3-month probation period)Wellness benefits including fully equipped fitness center available 24/7 for staffFrequent social and learning events, including access to our employee-run resource groupsTenure-based sabbatical eligibilityEF Product Discounts (discounts on travel, international language schools, Au Pair program and more)Discounts at local venues and businessesFree parkingIn-Office Work Policy: This role follows a hybrid work model, with four days in-office and one remote day each week. The team collaborates to determine which day will be remote- typically Fridays or Saturdays, depending on the work week- to ensure coverage and consistency across the group.Compensation: First-year on-target earnings of $21,000 ($20,000 salary and $2000 bonus potential)About EF Go Ahead ToursAt 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 FirstSome 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.