Location: Cambridge, MA

The Customer Support Representative role gives insight into every aspect of our organization, setting up the right candidate for future growth opportunities within Cultural Care and greater EF. You will use your superior communication skills and timely responsiveness in this highly visible position within our company. Working mostly through phone and email communication, you serve as the primary resource of information and problem solving for our host families, au pairs, contractors and colleagues. Based in the Cambridge office with hybrid flexibility. Our hybrid work model with up to two days of work-from-home per week.

**For consideration, applicants must live/ relocate to the state of Massachusetts prior to their start date

Your responsibilities include:

• Effectively & kindly answer questions and resolve customer needs over the phone and email
• Identify and implement opportunities to enhance customer experience
• Engage in team-oriented activities: sharing ideas, giving feedback, and training new hires
• Prioritize customer needs and set realistic expectations
• Review documents to make sure we remain in 100% compliance with the US department of State
• Call and email host families to remind them of program fees, due dates, credits and discounts
• Responsible for the overall Accounts Receivable aspect of your region

Who you are:

You are a natural relationship builder, and truly enjoy working in a collaborative environment. If you disliked group projects in college, this job is not for you. If you want to play a major role in keeping our cultural exchange program healthy and vibrant for years to come, this job may be perfect for you. Innately you are able to maintain a positive attitude and make every customer feel like your top priority. With every inquiry from our program participants and Local Childcare Consultants you proactively add value to the overall customer experience, by being thorough, taking ownership of resolution and anticipating their future needs.

The ideal candidate:

• Demonstrated relationship-building experience
• The ability to be a natural motivator, bringing passion and enthusiasm to a team
• 1-2 years of work experience, preferably in customer service
• Problem solving and conflict resolution skills
• Strong adaptability, flexibility, and resourcefulness

Our benefits & perks: Work in our North American headquarters where you’ll enjoy comprehensive professional development, frequent social programming and employee-run EFfinity groups, community groups, and clubs. You can expect:

• Flexibility:Eligibility for our Workplace Flexibility Program: participate inour hybrid work model with up to two days of work from home per week
• Development: Robust professional growth opportunities interacting with colleagues from all around the world including ourinitialnew hire onboarding, monthly trainings, quarterly global staff meetings, workshops, and inspiring sessions with global leaders and experts
• Vacation:Four weekspaid vacation your first year andtwelvepaid holidays
• Retirement: 25% company match on your 401(k)
• Insurance: Excellent medical, dental, and vision coverage,along with life and disability insurance, dependent carecoverage, and flexible spending accounts (FSAs)
• Travel: Paid international business travel
• Selfcare: Wellness benefits and a yearly fitness reimbursement
• Discounts: EF program discounts including personal travel, language schools, and childcareas well asdiscounts at somelocalvenues and area businesses
• Compensation : $52,000 starting salary. This role is also overtime eligible

About Cultural Care Au Pair

At Cultural Care Au Pair, we believe that cultural exchange has the power to make the world a more welcoming, understanding, and open place. We build global families by bringing together international visitors with American host families-providingmeaningful childcare support for families, an unforgettable year in America for au pairs, and a culturally enriching experience for both parties. We are proud to be the largest and most experienced au pair organization in the world, having successfully placed more than 120,000 au pairs into welcoming American homes since 1989.Our program is strictly regulated by the Department of State and our dedicated staff work together to ensure each participant has the experience of a lifetime.

Here at Cultural Care, we are a team of problem-solvers, relationship-builders, and innovators who are constantly thinking about how we can improve our program experience, respond tobothmicro and macrolevelbusinesschallenges, andevolve tostay relevant to our global audiences.

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 helped millions of people seenew 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.

Cultural Care Equal Opportunity Employment Statement:

Cultural Care is proud to be an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will be considered for employment regardless of age, ancestry, color, gender identity, gender expression, marital status, national origin, physical or mental disability, race, religion, sex (including pregnancy), sexual orientation, parental status, Veteran status, or any other status or characteristic protected by applicable laws, regulations and ordinances. Discrimination or harassment based upon any of these factors is wholly inconsistent with everything we believe in and will not be tolerated. Furthermore, such discrimination or harassment may violate the laws and regulations in the locations in which we operate.