What are the responsibilities and job description for the Customer Service Operations Coordinator position at EF Ultimate Break?
EF Ultimate Break
Boston, MA
The team:
The Ultimate Break Customer Service team manages the entire customer journey—starting from the moment they book until they return from their trip—both proactively and reactively. As the Customer Service Operations Coordinator, you’ll both support the team through back-end efficiencies while also rolling up your sleeves and interacting with travelers directly—pretty cool, and very important for our business.
The role:
The Customer Service Operations Coordinator will be a key member of the Customer Service team, helping us maintain seamless operations. This role requires a detail-oriented individual with experience in system management, process improvement, and data analysis. Each day you’ll work closely with internal teams to address customer needs, reconcile accounts, and lead innovations in systems such as Zendesk to improve efficiency and reporting.
Core Systems Power User:
Work in our North American Headquarters where you’ll enjoy comprehensive professional development, frequent social programming, and employee-run social groups (including our “EF-finity” groups: Black@EF, LGBTQ @EF, Latinos@EF, Asians@EF and Parents@EF). In addition, you can expect:
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.
Boston, MA
- For consideration, applicants must live/ relocate to the state of Massachusetts prior to their start date.
The team:
The Ultimate Break Customer Service team manages the entire customer journey—starting from the moment they book until they return from their trip—both proactively and reactively. As the Customer Service Operations Coordinator, you’ll both support the team through back-end efficiencies while also rolling up your sleeves and interacting with travelers directly—pretty cool, and very important for our business.
The role:
The Customer Service Operations Coordinator will be a key member of the Customer Service team, helping us maintain seamless operations. This role requires a detail-oriented individual with experience in system management, process improvement, and data analysis. Each day you’ll work closely with internal teams to address customer needs, reconcile accounts, and lead innovations in systems such as Zendesk to improve efficiency and reporting.
Core Systems Power User:
- Serve as team expert in core operating systems (Dialpad, Zendesk, etc.), managing workflows, automations, and reporting.
- Collaborate with Engineering to troubleshoot issues and implement new features to enhance service delivery.
- Manage user permissions, workflows, and system configurations to maintain optimal functionality.
- Manage traveler accounts, ensuring balances are accurate and payments/refunds are processed promptly.
- Work with the finance team to resolve account inquiries and streamline payment workflows.
- Innovate processes/outreach to see a reduction in travelers falling delinquent on accounts, working directly with travelers and team.
- Identify opportunities for system improvements and implement new processes to enhance service delivery.
- Develop and document standard operating procedures (SOPs) to support consistent system use.
- Analyze service workflows, identifying areas for improvement to streamline processes and increase operational efficiency.
- Act as a liaison between service teams and other departments to support ongoing alignment and information sharing.
- Create and maintain dashboards to monitor key performance indicators (KPIs) for the service team, including response time, ticket volume, and customer satisfaction scores. Working closely alongside our Analytics team.
- Generate and analyze reports on system performance and service metrics, providing actionable insights to inform decision-making.
- Present data-driven recommendations to senior management to support ongoing service enhancements.
- Associate or Bachelor’s degree, preferably in business or a related field.
- At least 3 years’ relevant work experience, ideally with at least 1-year Zendesk admin or power user experience preferred.
- Proven track record of implementing process improvements and managing system configurations.
- Thrive in a fast-paced environment where change is the norm.
- Solid analytical skills with the ability to interpret data and generate actionable insights.
- An exceptional communicator and collaborator—in all circumstances, and especially when things get tough.
- An activator who gets things done. You independently identify opportunities to improve how we work, and drive initiatives forward to completion.
- Highly organized and efficient. You’re able to juggle, prioritize, and execute a high-volume and broad range of tasks daily / weekly / beyond.
- Hungry to learn and grow. We can’t wait to learn about your professional interests & goals, and help you crush them!
Work in our North American Headquarters where you’ll enjoy comprehensive professional development, frequent social programming, and employee-run social groups (including our “EF-finity” groups: Black@EF, LGBTQ @EF, Latinos@EF, Asians@EF and Parents@EF). 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 (4) weeks paid vacation your first year, ten paid holidays plus two floating holidays.
- 25% company match on your 401(k)
- Market-leading medical, dental and vision coverage, along with life and disability insurance
- Wellness benefits including onsite and virtual classes run by EF instructors and a yearly fitness reimbursement
- $1500 annual tuition reimbursement and $500 annual charity matching
- EF 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 businesses
- Compensation: First-year on-target earnings of $60,000
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.
Salary : $500 - $1,500