Manager Emergency Support TeamBudapest OfficeAt EF Language Abroad, we believe that the world is better when people try to understand one another.Since 1965, we've helped millions of students discover new places, embrace diverse cultures, and gain fresh perspectives. We offer immersive short-term and long-term language courses and programs across different languages in the countries where they’re spoken. Together, our global staff help students from around the world develop the language skills they need to achieve their dreams.Are you ready for a dynamic role in a truly international environment? As the Manager of the Emergency Support Team, you will lead a dedicated group responsible for providing critical support to EF Language Abroad students and their families during key moments of their travel experience. Your team ensures that 24/7 assistance is always available, responding to calls with empathy, professionalism, and efficiency. Under your leadership, the team will deliver exceptional customer service and reassurance, helping students and parents navigate unexpected situations with confidence and care. You will lead two teams, one locally in Budapest and one abroad in Panama. The Manager of the Emergency Support Team will report directly to the Senior Director of Global Risk and Compliance. * Availability to work on a rotational schedule to cover the emergency phone 24/7 is required. This includes weekend shifts (Saturday and Sunday) and late shifts (5:00 pm to 1:00 am). Being contacted by students and parental guardians who are in stressful situations will be a daily occurrence. A calm, empathic demeanor while assessing situations and handling calls is crucial to this role's success.   Your key responsibilities will include:Team Leadership: Oversee the day-to-day operations of the emergency response team call centers (in Budapest and Panama), providing guidance, support, and coaching to ensure high performance and efficient call handling.Call Management: Handle emergency response calls directly up to 50% of your time, maintaining composure and providing clear, empathetic communication while directing calls to the appropriate teams.Customer Service: Providing top-tier customer service and support to all students and parental guardians who reach out for support during urgent situations. Training & Development: Leading the ongoing training and development of the emergency call center team members, ensuring all members are up-to-date on the latest procedures, protocols, and best practices for answering and escalating emergency calls.Quality Assurance: Monitoring call quality and team performance, conducting regular evaluations to ensure adherence to EF policies, the highest customer service standards, and continuous improvement in responses. Database management and auditing also required. Escalation & Problem Solving: Handling complex and escalated calls, providing quick and effective solutions, or passing on to the necessary teams or stakeholders.  What We’re Looking For: Full fluency in English (reading, writing, speaking)All additional languages at fluency are a plus!Someone who is approachable, friendly, and handles challenges with positivity!Solutionoriented and able to provide calm support to those in distress is crucial Experience living, working, or studying abroad is a plus! Experience with Salesforce and call-center database management is a plus! Full working rights in Hungary What EF offers: Discounts on EF programs for Staff, and Staff Friends and Family for all EF ProgramsFree use of EF Hello: a premium Language Learning AppTuition Reimbursement for continued EducationExciting opportunities for domestic and international career advancement within 2-3 yearsAnd much more… At EF Language Abroad we are dedicated to our mission of opening the world through education, harnessing the power of language learning to deepen the connection between people across the globe.Ready to make a difference in the lives of International students? Apply now! 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 hundreds of 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, São Paulo, Tokyo, Zürich, and more. Learn more at https://www.ef.com.  EF is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All positions are subject to a criminal background and/or reference checks, as applicable.