About the role
Schedule & Availability
- Evenings: 5:30 PM – 8:30 AM (Monday–Friday)
- Full coverage: Saturday & Sunday
- On-call position with a fixed stipend for availability and support.
Key Responsibilities
-
Keep the emergency phone active and respond all calls and messages received.
-
Answer calls in clear, professional English
-
Assess situations, troubleshoot, and resolve or escalate appropriately.
-
Handle urgent situations including:
-
Airport transfers (delays, missed students, arrivals/departures, cancellations and rebookings)
-
Student housing or host family concerns
-
Lost or missing documents
-
Lockouts or urgent accommodation issues
-
Health-related incidents (hospital visits, mental health concerns)
-
Distinguish between emergencies and non-emergencies, reassuring students and scheduling follow-up with EF staff during business hours when appropriate.
-
Liaise with transfer companies, host families, EF staff, and sales offices as needed.
-
Escalate life-threatening or critical cases to the School Director and EF emergency response team immediately.
-
Log the communication to the necessary channel.
-
Message the correct staff if attention is required immediately
Requirements
- Fluent in English (spoken and written)
- Fluency in an additional language is preferred, with Spanish, French, or Japanese considered an asset
- Strong communication and problem-solving skills
- Ability to remain calm under pressure and follow protocols
- Reliable internet access and availability by phone (emergency phone provided by EF)
- Flexibility to respond at all hours during coverage times
Ideal Candidate A dependable problem-solver who can respond to emergencies with professionalism and empathy. Must be comfortable making quick decisions, reassuring students, and escalating when needed. Individuals who are able to work under pressure, and have the ability to multitask will succeed in this role.
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 Education First, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. We’re in the business of understanding. For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities—each one 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.
A notice on recruitment scams Education First (EF) accepts job applicant applications, reviews resumes and will contact you directly if there is an interest in your resume. Only submit your resume through our official website, careers.ef.com. We never ask our applicants to pay a fee for any service whatsoever.
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About the role
Schedule & Availability
- Evenings: 5:30 PM – 8:30 AM (Monday–Friday)
- Full coverage: Saturday & Sunday
- On-call position with a fixed stipend for availability and support.
Key Responsibilities
-
Keep the emergency phone active and respond all calls and messages received.
-
Answer calls in clear, professional English
-
Assess situations, troubleshoot, and resolve or escalate appropriately.
-
Handle urgent situations including:
-
Airport transfers (delays, missed students, arrivals/departures, cancellations and rebookings)
-
Student housing or host family concerns
-
Lost or missing documents
-
Lockouts or urgent accommodation issues
-
Health-related incidents (hospital visits, mental health concerns)
-
Distinguish between emergencies and non-emergencies, reassuring students and scheduling follow-up with EF staff during business hours when appropriate.
-
Liaise with transfer companies, host families, EF staff, and sales offices as needed.
-
Escalate life-threatening or critical cases to the School Director and EF emergency response team immediately.
-
Log the communication to the necessary channel.
-
Message the correct staff if attention is required immediately
Requirements
- Fluent in English (spoken and written)
- Fluency in an additional language is preferred, with Spanish, French, or Japanese considered an asset
- Strong communication and problem-solving skills
- Ability to remain calm under pressure and follow protocols
- Reliable internet access and availability by phone (emergency phone provided by EF)
- Flexibility to respond at all hours during coverage times
Ideal Candidate A dependable problem-solver who can respond to emergencies with professionalism and empathy. Must be comfortable making quick decisions, reassuring students, and escalating when needed. Individuals who are able to work under pressure, and have the ability to multitask will succeed in this role.
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 Education First, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. We’re in the business of understanding. For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities—each one 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.
A notice on recruitment scams Education First (EF) accepts job applicant applications, reviews resumes and will contact you directly if there is an interest in your resume. Only submit your resume through our official website, careers.ef.com. We never ask our applicants to pay a fee for any service whatsoever.