Emergency Response Specialist (Seasonal)
Panama City, PanamaJoin us at EF Tours, a division of EF Education First, as we revolutionize the educational travel industry and transform students into the next generation of global citizens. The Role: As an Emergency Response Specialist, you will work in the crisis management and support functions within Educational Tours. You will respond to various emergencies and manage serious cases directly, while supporting other staff with less sensitive issues.  You will also work closely with our central Safety, Operations and Flights teams to ensure a great experience for our travelers. The ideal candidate can stay calm and make good decisions in fast-paced and uncertain situations. You will need to know what information to collect and how to communicate effectively with travelers. This is a full-time, temporary position with a start date of January 26th, 2026, and an end date of July 25th, 2026. While in the role, you may apply for permanent jobs within EF that have start dates in August or later. Key Responsibilities:Manage high severity cases including mental health issues, hospital stays, urgent problems on the ground, sensitive conflicts between travelers and beyond.Facilitate communication between travelers, their families, and outside parties involved in resolving serious cases. These may include embassies, law enforcement, clinicians and Assist-based insurance organizations.Support US sales staff with routine on-tour issues, such as flight delays and cancelations, global travel regulations, on-the-ground logistical challenges and minor medical problems.Act in a supervisory capacity for the US On Tour Support team staffing weekend rotation. Help staff with case prioritization and review to ensure all cases are moving to resolution with appropriate attention. Be available for inbound customer calls for both high severity ongoing cases and routine cases as volume demands. Who you are:You pay close attention to details, make good decisions, and communicate clearly.Detail-oriented – Attention-to-detail doesn’t properly describe how keen your eye for detail is. Because you know all the ins-and-outs, you’re the go-to resource in your department for your peers and colleagues.Proactive – You see beyond the surface and are always asking the right questions in anticipation of what could come next.Adaptable Communicator– You’re an incredible communicator who understands the importance of clear, concise, and factual written communication and you can easily adapt your style to your audience.Calm under pressure – You maintain composure and sound judgment even in high-stress situations. This role requires resilience and clear decision-making. with a focus on staying steady and reliable. Independent – You can identify a need, determine the best course of action and take initiative to get things done.Requirements: 2+ years of experience in a customer-facing rolePast professional experience or educational background in emergency response or escalated customer service issuesFluent in English and Spanish, both written and spokenProven track record of owning a project or initiative from start to finish and handling sensitive customer communication.Be able to work one of the below schedules:Tuesday – Saturday (Off Sunday & Monday)Sunday – Thursday (Off Friday & Saturday)Weekday work hours will be 9:30am-6:30pm MST/ESTWeekend work hours will be 8am-2pm MST/ESTWHY YOU WILL LOVE WORKING WITH US  People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world’s largest startup because this boundless entrepreneurial spirit is built into our organization’s DNA.Our Panama office is in Costa del Este, offers a variety of benefits:  Benefits and staff perks      Hybrid Model – four days in office, one day from home.      Fitness Center accessible only for EF staff    Network and growth opportunities      Parking facilities prior request Discounts to on a wide range of local restaurants, cafes, hotels and other hot spots in Panama. Seasonal and monthly office events including Holiday parties, Summer Party and Happy hours.     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 more than 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, age, religion, caste, parental status, identity, 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://www.ef.com.