DirecciónCultural Care Au Pair is looking for a Customer Success Coordinator based in our Madrid office to help us meet our goal of being the largest and most trusted au pair program in the world.
We are looking for an ambitious, organized, and results-driven professional who wants the opportunity to combine their problem-solving, multi-tasking, and consultative sales skills to set our au pairs on the path to a successful, life-changing year in the USA.
In this super dynamic role, you will work with au pairs after they’ve been accepted into our program and once they have selected their Host Family.
This is a crucial time to support our au pairs as they select their host family and prepare them to depart to the USA. You will report to the Team Lead.
If you can connect with people quickly over the phone, with good communication skills, and follow up with a sense of urgency while providing effective and impactful feedback then we want to hear from you. What you’ll do :
- Support our au pairs once they have selected their host family. You will offer guidance on the next steps. They need to know how the program fee payment works, how to collect all the documentation we need, how to navigate our system, and help them understand the visa application.
- Assist the au pairs when they come to the office before attending their J-1 visa appointment at the embassy.
- Provide excellent customer service, internally and externally, to make sure every au pair is compliant with the US State Department regulations before they set off on their journey, collecting, checking the compliance pieces, and handling the necessary follow-up.
- Be responsible for follow-up with au pairs to ensure payments are made, and to communicate if there is something wrong with the documentation they provide us.
- You will be responsible for hitting goals, specifically to get all our placed au pairs ready on time to go to the embassy to get their visas and get on the plane without any delay or inconvenience.
- Liaise between au pairs, host families, and our staff in our Spanish offices and staff in the U.S.
- At times, it will be necessary to have difficult conversations about sensitive or challenging situations for our au pairs.
Who you are : Personal qualifications
- You have a high level of personal motivation you are proactive and a real self-starter, you take ownership of your ideas and make them happen
- You are competitive and driven to achieve goals
- You are well-organized and detail-oriented with good time management
- You believe nothing is impossible, don’t shy away from a challenge, and love to find solutions
- You have amazing communication and customer service skills, know how to balance empathy and assertiveness, and can handle sensitive situations confidently and discreetly
- You love being a part of a supportive team that has fun while hitting goals
Professional Requirements :
- Bachelor’s degree
- Full proficiency in both Spanish & English.
- Previous sales and / or customer service experience preferable
- 6+ months of experience living abroad is advantageous
Who we are : 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.
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 see new 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.
Please submit your application, including your CV and cover letter in English.
