Bilingual Customer Service Specialist

About the role

The Bilingual Customer Service Specialist (Traveler Support Specialist) ensures an EPIC pre‑tour experience for Go Ahead travelers. Working from the moment a booking is confirmed until departure, you will personalize journeys, resolve complex issues with empathy, and build lasting trust.

Key responsibilities

• Build authentic relationships with travelers across phone, email and chat, making each feel valued.
• Proactively contact travelers before departure to set expectations, answer questions and generate excitement.
• Collaborate with internal teams to resolve requests, own outcomes and deliver a seamless experience.
• Make decisions within an AI‑powered workflow, approving or redirecting communications and providing feedback to improve tools.
• De‑escalate emotionally charged situations with patience, guiding travelers to resolution.
• Exercise independent judgment on policy exceptions, compensation and resolution decisions.

Required profile

• Fluent in written and spoken English and Spanish.
• Strong empathy and relationship‑building skills.
• Ability to thrive in complex, unscripted situations.
• Excellent communication style adaptable to individual traveler needs.

Required skills

• Experience using AI‑powered workflow tools for customer support.

What we offer

• Hybrid work model (four days onsite, one remote).
• Opportunity to shape the pre‑tour experience for a global travel brand.
• Collaborative team environment focused on continuous improvement.