Traveler Support Manager

EF Educational Tours’ Customer Service Team (we call it the Traveler Support Team) is looking for the next member of our management team. This leadership role will offer you the chance to use strategic and people management skills, working within a critical department in our fast-growing business. The RoleJoin us at EF Educational 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 Traveler Support Team handles all aspects of the customer life cycle by providing our travelers and their families with information from initial tour enrollment, to preparing for departure, right up to the tour itself. As a Team Manager, you will be an influential member of the management team focused on creating a beautiful customer experience for our travelers. In this position, you will play a critical role in supporting our department in staff management, customer experience, and generation of incremental business revenue. This management role will offer you the opportunity to build on your previous customer-facing success, directly coach and guide a team of 10+ staff members based in Panama City, and further develop skills that help drive the strategy and direction of the department. You must be self-motivated, detail-oriented, driven by metrics, eager to identify opportunities to improve the holistic customer experience as well as internal efficiencies, and committed to the continuous development of staff. Who you areYou are passionate about providing a beautiful Customer ExperienceYou are committed to developing & motivating staffYou embody a positive “nothing is impossible” attitudeYou’re passionate about understanding many pieces of a business through the customer lensYou’re self-motivated and can work at a fast pace in a consistently changing environment.You are a natural problem solver and can easily identify process improvements to drive efficiencyKey ResponsibilitiesWork with the other members of the Traveler Support management team to lead a department of 60+ customer-facing staff, across our offices in Boston, Denver, Austin and Panama CityDirect management of ~10+ direct reports with responsibility for their success in both sales and serviceDevelop and improve our strategies around effective post-enrollment sales and engaging our customers in the best way possibleDrive a variety of initiatives around collection of customer information and details needed for a successful tour departureWork with all levels of management throughout the business to keep Traveler Support an integrated department and offer the customer perspective in a variety of areas to drive future volume growth, along with customer satisfactionConnect with customers to resolve escalated issues and work with staff to troubleshoot complicated pre- and on-tour situations. Demonstrated Abilities:Motivating those around you to achieve measurable resultsStrong analytical skills and Excel proficiencyExcellent organizational skills and ability to manage many priorities simultaneouslySuccess managing difficult customer situationsRequirements3+ years in a role providing excellent service to customers, suppliers or internal stakeholdersAt least 2 years of staff mentorship/leadership or management experience, or relevant experienceSpanish and English fluencyA strong desire to provide a beautiful customer experience and drive departmental sales initiatives.Excellent verbal and written communication strategiesBenefits and staff perksHybrid Model - Up to two days working from home per week. Health and life insurance to all our staff* Network and growth opportunities Parking facilities Seasonal and monthly office events including Holiday parties, Summer Party and Happy hours. *Effective after probation period EF Product Discounts STEP Program – Get an experiential travel opportunity in order to know more about our product from the travelers' perspective.Office Exchange Program Yearly tuition reimbursement up to 1500usd Additionally the EF Panama office will be moving to a new location in Costa del Este by the end of 2024, the office will include many amenities such as gym, collaboration spaces and much more!