Associate Manager, Traveler Support 
Go Ahead Tours 
Boston, MA or Denver, CO 

 

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 addicts 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 Associate Manager of Traveler Support you will help contribute to the EF Go Ahead mission by recruiting and developing staff, interacting with customers to ensure they have a positive experience, and working as a strategic member of the leadership team.  

Responsibilities 

Manage 6-9 Traveler Support Specialists across Indies and Groups through 1:1’s, call coaching and mentorship. Communicate and work closely with the TST management team to maintain continuity in both mission and management style across offices and create a one-team approach for Traveler Support staff in both the Boston and Denver offices.Monitor trends in the department to align and drive department-level strategy, key results and goals.Coach staff to develop proactive plans to achieve their performance targets Ensure representatives are knowledgeable of all areas of the Go Ahead product, including all features and benefits, operational procedures, etc. Aid in recruitment and hiring Train representatives to be customer-focused problem solvers who deliver helpful, responsive, and accurate service and drive customer loyalty, repeat, and retention effortsAssist team in resolving complex customer casesSpeak to customers in escalated situations to understand the customer’s concerns and aid in resolving the incident efficientlyCommunicate effectively with other Go Ahead teams to align company goals and direction, and to develop positive working relationships in a collaborative mannerInspire and motivate staff Consistently demonstrate a positive attitudeOversee team schedule including coordinating daily shifts and Saturday coverage, monthly schedule and team vacation requests and employee weekly timecard approval in ADP 

 

Requirements: 

2-3 years of direct customer service or sales experience Loves problem solving and has a great attention to detailAptitude for Staff DevelopmentPrior Management or Team Leader experience preferredNothing is impossible attitude 

 

You are 

Bold, unconventional, and fearless with a true entrepreneurial spirit An influential communicator and effective listener An effective leader with a strong presence and proven ability to motivate a team and develop employees through coaching, problem-solving, and planning Clear-headed and adaptable; you handle difficult conversations and emergency situations calmly and with confidenceAn activator who is able to drive initiatives forward when necessaryOrganized; you can juggle and accomplish varying day-to-day tasks and projects with easeAnalytical and strategic; you understand the company’s vision and can translate that to department-level strategy and goalsIntuitive; you are able to keep a pulse on your team’s needs and challengesTenacious and creative; you believe no task is impossible and are consistently seeking innovative ways to problem-solveA traveler with prior service or management experience (preferred) 

Why You’ll Love Working Here: Perks, Benefits and Earning Potential 
 
Work in our downtown office where you’ll enjoy comprehensive professional development, frequent social programming, office-wide sports leagues and employee-run social groups (including our “EF-finity” groups: Black@EF, LGBTQ+@EF, Latinos@EF, API@EF, Indigenous@EF, and Parents@EF). And did we mention the free coffee, beer and Kombucha on tap?! In addition, you can expect:   

Paid International Business Travel opportunities   Commitment to professional growth: robust monthly calendar of trainings, workshops and TED Talk style sessions Four weeks paid vacation in addition to 9 paid holidays25% company match on your 401(k)Market-leading medical, dental and vision coverage, along with life and disability insuranceWellness benefits including onsite and virtual classes run by EF instructors and a yearly fitness reimbursement$1500 annual tuition reimbursement and $500 annual charity matchingEF Product Discounts (discounts on travel, international language schools, childcare with our Au Pair product and more)Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)Discounts at local venues and businessesCompensation: First-year on-target earnings of $65,000-$85,000 ($60,000-$70,000 base salary with $5-$15,000 bonus potential) 

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 school 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