Customer Accounts Specialist

Customer Accounts Specialist

Cultural Care Au Pair

Boston office

The Customer Accounts Specialist plays a critical role in supporting the financial health of the business through proactive accounts receivable management, cross-functional collaboration, and continuous process improvement. This role takes ownership over our customer finances, communicating with customers and internal teams to resolve account issues, collect outstanding balances, and deliver a positive customer experience.

In addition to managing accounts receivable, this role acts as a subject matter expert for finance-related processes, providing guidance and support across departments, leading trainings, and contributing to finance technology initiatives and system enhancements. As a trusted resource for both customers and colleagues, this individual confidently navigates complex and sensitive financial conversations, helping customers understand their accounts, explore solutions, and move toward resolution. The ideal candidate is comfortable picking up the phone, de-escalating difficult situations, and building productive relationships through empathy, professionalism, and strong problem-solving skills.

Key responsibilities:

• Manage the accounts receivable portfolio by strategically communicating with customers regarding balances, payment plans, due dates, credits, and account resolutions through phone and email.
• Serve as a trusted resource for finance-related questions from customers and internal teams.
• Research and resolve complex account issues while ensuring a positive customer experience.
• Analyze processes and recommend operational improvements that increase efficiency and reduce manual work.
• Partner with cross-functional teams to support finance initiatives and business objectives.
• Lead and facilitate training sessions for employees across departments on finance processes, tools, and best practices.
• Support testing, implementation, and ongoing improvement of finance systems, technology enhancements, and operational projects.
• Share knowledge, provide feedback, and support team development through collaboration and mentorship.

Who you are:

• You are a naturally curious and analytical problem solver who enjoys understanding how processes work and finding ways to make them better. You thrive in a collaborative environment and enjoy building relationships across teams while balancing customer needs with business objectives. You are comfortable working with data, investigating issues, and driving projects from idea through execution.
• You take ownership, communicate effectively, and are motivated by both solving immediate challenges and creating long-term improvements that benefit customers and the organization.

Qualifications:

• 1-2 years of work experience, preferably in customer support, accounts receivable, finance operations, or a related field.
• Strong analytical, problem solving, and conflict resolution skills.
• Confident navigating difficult customer conversations, de-escalating concerns, and discussing sensitive financial matters with empathy and professionalism.
• Excellent communication, organizational, and multitasking skills, with the ability to manage competing priorities effectively.
• A team-oriented mindset with a passion for helping others, sharing expertise, and contributing to a supportive and collaborative environment.

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
• Amazing offices designed to match the caliber of the people who work there, plus the flexibility of working from home one day a week.
• Compensation: $55K-$58K. This role is also overtime eligible.