Customer Support Specialist

Customer Support Specialist
Cultural Care Au Pair
Denver Office

At Cultural Care Au Pair, we believe that cultural exchange has the power to make the world a more welcoming, understanding, and open place. As the largest and most experienced au pair organization in the world, we build global families by bringing together international visitors with American hosts. As a Customer Support Specialist in our Denver office, you will be the friendly voice on our 1-800 line and a key resource for host families, au pairs, and Local Childcare Consultants (LCCs) reaching us through live chat and email. You will provide prompt assistance, resolve challenges, and help create a seamless customer experience. This role is ideal for a candidate with strong communication skills who excels in a fast-paced, customer-centric environment.

Key responsibilities:
 

• Answer inbound calls on our 1-800 support line, providing efficient and empathetic support and resolving customer needs on first contact whenever possible.
• Respond to inquiries through live chat, communicating clearly and concisely to keep customers informed and engaged.
• Create, manage, and resolve customer emails in Salesforce, keeping records accurate, complete, and up to date.
• Prioritize customer needs, manage expectations, and follow through until every issue is resolved.
• Identify and implement opportunities to enhance the customer experience.
• Seamlessly escalate complex issues to the appropriate Cultural Care department for timely resolution.
• Collaborate with global teams to share best practices and improve overall support, building relationships across job functions and departments.

Who you are:
You are a clear communicator who genuinely enjoys helping people and stays calm and composed when a customer is frustrated. You are a self-starter who likes solving problems, learning new tools, and taking ownership from first contact to resolution. You balance technical and functional skills with warm, concise communication, and you bring a positive attitude to every interaction, making each customer feel like their top priority.

Qualifications:

• 1+ years of customer service experience.
• Comfort working autonomously, managing phone, chat, and email at the same time.
• Thrives in a fast-paced environment and can confidently manage a high volume of priorities without becoming overwhelmed by a busy workload.
• Sees difficult customer interactions as a welcome challenge and an opportunity for personal and professional growth.
• Ability to balance technological and functional skills with clear, concise communication to create a positive customer experience.
• Comfort applying program policies in ambiguous or unfamiliar customer scenarios, balancing support for our program participants with best practices for the org. 
• Excellent written and verbal communication skills.
• Experience with Salesforce or another CRM or email management system is a plus.
• Excellent attention to detail and outstanding organizational skills.
• Creative problem-solving skills, with the ability to think critically and learn quickly.
• Enjoys tackling complex issues and is energized by finding solutions for customers, even in high-pressure situations.
• Availability Monday through Friday, 9:00am to 5:30pm Mountain Time. Flexibility is required, as schedules may vary.

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 for this role starts at $50,000, based on experience. This role is eligible for overtime for any hours over 40-hours per week with manager approval.