Customer Relations Specialist
Cultural Care Au Pair
Location: Remote
The Customer Relations team is a vital department within our cultural exchange
program, providing our host families and au pairs with exceptional customer
support and guidance during some of their most challenging times. With a heavy
emphasis on program experience, conflict resolution and mediation, the
department supports program participants when they decide to end their current
hosting or au pair term and effectively coaches both parties to ensure future
success on the program when possible.
This role is a natural relationship builder and great problem solver. Working
mostly through phone, text, and email communication, you support our host
families and au pairs who are experiencing conflict with one another; actively
listening, empathizing, building trust, problem solving and coaching them
through resolution. You will work in collaboration with your director, the
department customer service coach and our experienced team of Local
Representatives to ensure our host families and au pairs are provided with
exceptional customer support and care.
Responsibilities:
Meeting service level agreements, including response times, incident
documentation, and escalating cases appropriately.
Manage a workload of up to twelve rematch cases end to end per week, ensuring
each case is addressed promptly and effectively through match or refund.
Address 20 -30 program support cases weekly, providing timely assistance and
solutions to program participants.
Managing complex situations with confidence, ensuring consistency and
adherence to program guidelines and best practices while acting as a resource
for customers as well as colleagues.
Handle 10-20 au pair and host family proactive support cases weekly,
demonstrating a proactive approach to addressing potential issues before they
escalate.
Complete chat/phone shifts weekly to ensure a timely response to our
customers and meet their needs, fostering proactive engagement and support.
Maintain communication with customers you have previously supported,
providing reassurance and guidance to participants throughout their program
year.
Collaborate with the regional director department to align strategies and
initiatives, ensuring seamless operations and customer satisfaction.
You are:
Strong communicator: effectively communicate with customers and colleagues.
This includes but is not limited to: mediation and conflict resolution
between a host family and au pair, coaching and guiding our program
participants towards future success, and empathetically communicating
difficult messaging/next steps to customers.
Strategic: able to organize daily responsibilities to be efficient and
deliberate in accomplishing goals, managing time and competing priorities
with ease.
Resilient: a natural ability to have a challenging conversation, navigate it
with empathy, and move on to the next priority with the same energy.
Problem solver: able to actively listen and assess many opinions and
experiences objectively to create the best solution, involving appropriate
parties at each step.
High sense of responsibility: motivated to have full ownership over assigned
case load, seeing a situation through to resolution while thoroughly
documenting all customer correspondence.
Flexible: can pivot and adapt quickly to new processes to meet company and
customer needs, and apply learnings from one situation to the next.
Collaborative: works effectively with internal departments to create one
cohesive, exceptional customer experience.
Requirements:
2-3 years of experience in a customer service role.
Proven ability to efficiently manage high volumes of calls, emails, and daily
responsibilities.
Demonstrated ability to effectively manage proactive support cases, ensuring
timely resolution and customer satisfaction.
Excellent written and verbal communication skills.
Problem solving and conflict resolution skills.
Strong attention to detail and follow through.
A natural motivator and connector, bringing passion and enthusiasm to a team.
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
Compensation for this role starts at $55,000 with an opportunity for higher
salary based on experience.
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/
[https://www.culturalcare.com/]