Provides phone, live chat, and email support to host families, au pairs, and childcare consultants. Resolves customer issues, documents interactions in Salesforce, manages expectations, escalates complex cases, and collaborates with global teams to improve support and customer experience. The role requires strong communication, organization, problem-solving, attention to detail, and comfort managing multiple channels in a fast-paced environment.
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.
Some companies are in the business of banking. Others are in the business of shoes. Or sports. Or soft drinks. At EF, we're in a different kind of business. One that's a little less tangible, and a lot more important. Because our business, what we make, makes everything else possible. We're in the business of understanding. Between people. Between cultures.
For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through language, cultural exchange, academic studies, and educational travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.
You’ll find our offices and schools located in some of the world’s greatest cities, and filled with smart, driven people (over 50,000 of us) who push each other to be better every day. But it’s what we do together - building greater understanding, breaking down barriers, and creating a better world - that makes all the difference.
Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that share a common mission of opening the world through education. EF has been recognized on Forbes 2025 and 2024 World’s Best Employers and 2024 Top Companies for Women lists, Fast Company’s 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact.
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—providing meaningful childcare for families, an unforgettable year in America for au pairs, and a culturally enriching experience for all. If you’re ready to expand your own horizons we invite you to be a part of our global team of problem-solvers, relationship-builders, and innovators. Join us as we continue to bring the world a little bit closer together, one family at a time.
Cultural Care Au Pair is associated with EF (Education First), the world leader in international education. At EF we believe that the world is better when people try to understand one another. Since 1965, we have brought millions of people to see new places, experience new cultures, and learn new things about the world and themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—create students of the world, and turn dreams into international opportunities.
An equal opportunity employer, Cultural Care Au Pair is 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, well…you.
Learn more about Cultural Care Au Pair: https://www.culturalcare.com/
EF Education First Denver, Colorado, USA Office
1755 Blake St Suite 300, Denver, United States, 80202
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