Traveller Support Specialist (Customer Service) EF Educational Tours Full Time: Monday-Friday

Start Date: September/October 2025

Location: Toronto, ON - Hybrid (Monday-Thursday on-site, Fridays optional WFH) EF Educational Tours helps teachers change their students’ lives through educational travel, with itineraries designed around experiential learning that spark curiosity, confidence, and connection. Our mission is to open the world through education—helping people see new places, experience new cultures, and discover more about the world and themselves.

As a Traveller Support Specialist, you’ll be the first point of contact for customers as they prepare for their journeys—and the voice that ensures every step feels exciting and supported. Most of your day will be spent on the phone, with additional support provided through email and chat and completing administrative tasks to keep things organized. This role is all about creating a calm, caring, and confident experience: helping families navigate questions, solving problems with empathy, and celebrating the magic of travel along the way. Whether you’re reassuring a nervous parent, guiding a customer through complex travel rules, or handling a tough conversation with patience and professionalism, you’ll go above and beyond to make every interaction exceptional. If you thrive on delivering remarkable customer experiences and believe that travel changes lives, we want to hear from you.

What You’ll Do

• Deliver high-quality customer support across phone, email, and live chat—always with empathy, patience, and professionalism
• Mediate and resolve complex issues with a solutions-first mindset, staying calm under pressure while advocating for the best possible customer outcome
• Collaborate closely with sales and operations teams to anticipate challenges, troubleshoot problems, and ensure every traveller feels fully supported
• Work with a solutions-oriented approach, troubleshooting & problem solving for customer complaints and inquiries efficiently and successfully
• Escalate queries and issues in a timely manner when needed by liaising with key stakeholders and collaborating with other departments
• Manage and complete multiple high-priority responsibilities on a daily basis - multitasking masters, we’re looking for you!
• Be willing to enthusiastically take on new projects at any time, providing support and assistance as needed to ensure the team is able to operate seamlessly

Who You Are

• People from all different backgrounds have thrived in this role. What they have in common is that they are:
• Always going above and beyond – you know it’s the only way to do things!
• Are an exceptionally good communicator: clear, empathetic, persuasive and trustworthy
• You thrive in a high-volume environment where phones are ringing and inboxes are full—and you stay steady, positive, and focused through it all
• You have excellent time management and multitasking skills, balancing speed with quality and detail
• Are solutions-oriented, entering each customer interaction with an intent to solve problems and the ability to find creative solutions if necessary
• You bring a positive attitude, a team-first mindset, and a genuine care for the people you’re supporting
• You never say “that’s not my job”—you’re adaptable, proactive, and eager to help
• Are a  lifelong learner who believes in the power of experiential education  and are passionate about travel
• Are currently authorized to work in Canada
• Some prior customer service experience is an asset

Why You’ll Love Working Here

• Work in our light-filled, conveniently located downtown office where you’ll be part of a fun, fast-paced and collaborative team, working together to make an impact. Did we mention we were voted one of Greater Toronto’s Top Places to Work 3 years in a row? Plus, enjoy free coffee and snacks!
• The opportunity to travel with your customers for FREE at least once a year! Experience the product you’ll be selling first-hand by embarking on one of our unique travel itineraries alongside one of our student tour groups
• Take advantage of our professional growth and learning opportunities, including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Participate in social networking opportunities by joining one of our many employee-run social groups, like book club or movie club, or any of our “EFinity” resource groups.
• Enjoy four weeks paid vacation, to rest, relax or adventure - plus 11 paid holidays
• Grow your savings with a 20% company match on your RRSP contributions (25% after 5-years!)
• Excellent health, dental, and vision coverage, along with life and disability insurance
• Wellness benefits, including an annual $500 healthy lifestyle reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Discounts at local venues and businesses
• Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with 1 day of remote work per week.

About Educational Tours Canada For over 40 years in Canada, EF Educational Tours has been helping teachers and students experience the life-changing power of travel. We believe travel transforms: it sparks curiosity, builds confidence, and opens minds to new perspectives. At EF, you’ll be part of a team that empowers the next generation and supports the educators who guide them—work that truly makes the world a better place.

With offices in 115 countries and teams on the ground around the world, EF is a global community. We don’t just work in the destinations we serve—we live there. That means our people bring authentic, local knowledge and global expertise to everything we do. Behind every safe, inspiring, and seamless travel experience are EF team members working together across borders and time zones to make it possible.

When you join EF, you join a mission-driven, diverse, and dynamic workplace. We’re committed to opening the world to everyone, and our vision for diversity, equity, inclusion, and belonging drives how we build our teams and the experiences we create. Here, you’ll find a culture of collaboration, innovation, and growth—where your ideas matter, your impact is real, and your work helps change lives every single day.

About EF Education First Some companies are in the Business of Technology.

Others are in the Business of Finance….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 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.