Bilingual Customer Service Specialist
Location: Panama City, Panama, Panama · Reference: 2859
Internally titled: Bilingual Traveler Support Specialist (TSS)
Spanish/English
Panama City, Panama
Start Date: October 27, 2026
Application Deadline: September 25, 2026
For consideration, applicants must live in Panama and hold a valid work
permit in the country. This role follows a hybrid work model, with four days
in-office and one remote day each week. The team collaborates to determine
which day will be remote- typically Fridays or Saturdays, depending on the
work week- to ensure coverage and consistency across the group.
The Opportunity
This is a customer-facing role that owns the pre-departure experience for our
travelers: starting from the moment after a traveler books through the day
they depart on tour. You will work to personalize each traveler's journey,
resolve complex situations with empathy and care, and build the kind of trust
that brings people back year after year. We are committed to giving every Go
Ahead traveler an EPIC pre-tour experience: Easy, Personal, Immersive, and
rooted in Community and Connection. You are central to delivering that
promise.
We use AI to make our service more personal, truly seamless and deeply human.
As a Traveler Support Specialist, you will use AI tools to truly understand
our travelers and support them every step of the way to deliver a beautiful
customer experience.
What You'll Do
Build authentic relationships with travelers, making each person feel
known, valued, and genuinely cared for as part of the EF Go Ahead
community.
Proactively reach out to travelers ahead of departure to set expectations,
answer questions, and build excitement, tailoring interactions so that
every traveler, whether a solo retiree or a first-time international
traveler, feels seen and supported.
Partner with internal teams to resolve traveler requests seamlessly,
owning the outcome and ensuring travelers receive a single, cohesive
experience.
Make meaningful decisions within an AI-powered workflow, from approving
and redirecting traveler communications to challenging output that misses
the mark, with your feedback directly influencing how our tools improve.
Take ownership of and de-escalate emotionally charged situations with
patience and composure, guiding travelers from frustration to resolution
and confidence.
Adapt your communication style and approach to match each traveler's needs
and preferences across phone, email, and chat.
Exercise independent judgment on policy exceptions, compensation, and
resolution decisions.
Who You Are
You are fluent in both written and spoken English and Spanish. The
majority of this role will be conducted in English, with Spanish called
upon as needed to support our Spanish-speaking travelers.
Your work is driven by empathy and relationship building. You genuinely
care about the people you speak with, and it shows in every interaction,
leaving the traveler feeling more confident in their decision to travel
with us.
You thrive in complexity. When a situation has no clear script, you feel
energized, not paralyzed, to find the right path.
You have high emotional intelligence. You read the room, adapt your
approach, and help people feel heard before offering solutions.
You exercise sound judgment and confidence under pressure. You know when
to escalate, when to hold firm, and when to go above and beyond.
You are naturally curious. You ask good questions of travelers, peers, and
processes, because you want to understand, not just execute.
You are a natural collaborator. You work fluidly across teams to solve
traveler problems that no single person owns alone.
You bring purpose to your work. The mission of connecting people to the
world through travel matters to you personally.
You embrace a growth mindset, welcoming feedback, new tools, and evolving
ways of working as opportunities to get better.
You are comfortable adopting new technology and AI-powered tools in order
to work smarter and provide high-quality service to our travelers.
You have 4 years of relevant customer service or client-facing experience
or a 4-year college degree.
Work Schedule & Flexibility
This role requires a flexible and adaptive approach to scheduling. While our
operations often align with US-based Central Standard Time (CST) ,
working hours may vary depending onbusiness needs, team coverage, and
seasonal demands.
Standard Weekly Hours:
Tuesday through Saturday, 9:00 – 5:30 PM or 9:30 – 6:00 PM Local Time
Example Schedule (final details to be confirmed):
October 27th to November 28th (Onboarding):
Workdays: Monday through Friday
Local Time: 9:00 AM - 5:30 PM
November 29th to March 14th:
Workdays: Tuesday through Saturday
Local Time: Weekdays, 9:30 AM – 6:00 PM; Saturdays 9:00 AM – 5:30 PM
March 14th to November 7th:
Workdays: May include one weekend day (e.g., Tuesday–Saturday)
Local Time: 9:00 AM - 5:30 PM
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
22 days paid vacation and 12 national holidays,
Health and life insurance to all our staff (Eligible after the 3-month
probation period)
Wellness benefits including fully equipped fitness center available 24/7
for staff
Frequent social and learning events, including access to our employee-run
resource groups
Tenure-based sabbatical eligibility
EF Product Discounts (discounts on travel, international language
schools, Au Pair program and more)
Discounts at local venues and businesses
Free parking
In-Office Work Policy: This role follows a hybrid work model, with
four days in-office and one remote day each week. The team collaborates to
determine which day will be remote- typically Fridays or Saturdays,
depending on the work week- to ensure coverage and consistency across the
group.
Compensation: First-year on-target earnings of $21,000 ($20,000
salary and $1000-$2000 bonus potential)
