Manager, Customer Live Chat Support
Location: Panama office, fulltime
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.
About the Role:
We're looking for a thoughtful and mission-driven leader to manage our Customer Live Chat Support team, which serves as a front-line connection point for our global community of au pairs and American host families. In this role, you’ll lead a team of three Live Chat Support Specialists who provide timely, compassionate, and culturally sensitive support to participants across more than 20 countries.
This position requires a balance of operational excellence, people leadership, and a deep understanding of the nuances that come with facilitating cross-cultural exchange. If you're passionate about fostering human connection and building systems that help people feel seen, supported, and heard—this role is for you.
What You’ll Do:
Lead, coach, and develop a team of Live Chat Support Specialists who support au pairs, host families and local childcare consultants in real time via chat
Maintain and continuously improve high standards for empathy, accuracy, and cultural awareness in all customer interactions
Monitor KPIs (response time, resolution time, satisfaction scores) and make data-informed decisions to improve team performance and participant experience
Partner with teams across Program Support, Matching, Compliance, and Marketing to ensure a cohesive and efficient participant journey
Schedule and manage chat coverage to meet participant needs across time zones, evenings, and weekends when necessary
Handle escalated concerns with professionalism, discretion, and a people-first mindset
Improve tools, templates, and workflows so the team can spend more time on meaningful support and less time on repetitive tasks
Identify recurring issues or points of confusion and advocate for programmatic or operational improvements
Play an active role in hiring, onboarding, and training new support team members, ensuring they feel confident supporting both host families and au pairs
About You:
2–5 years of experience managing a support team, preferably in live chat or a high-volume service environment
A background in cultural exchange, travel, education, or youth programs is a major plus
Strong communication skills, with a deep sense of empathy and cultural sensitivity
Experience working with international audiences or multilingual teams
Confident using data to inform decisions—but always keeping the human experience at the center
Organized, proactive, and able to lead a team through change or ambiguity with a calm, supportive presence
Familiar with customer support tools (e.g. Intercom, Zendesk, Salesforce Service Cloud) and eager to optimize workflows for better outcomes
Why Join Us?Every day, we help build meaningful relationships across borders. As the Manager of our Live Chat Support team, you’ll play a pivotal role in shaping the experience of au pairs finding their American adventure and host families welcoming someone new into their homes. If you're excited by the power of cultural exchange and ready to lead a dynamic, mission-aligned team, we can’t wait to meet you.
About EF Education First
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.
When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.
Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://www.ef.com.