The Matching Specialist supporting our Rematch Team helps host families identify a new au pair that will be more successful in their next placement. These customers return to matching often under a time crunch to find a replacement so swift action with measured decision making is key. Your pipeline of customers experienced a program disruption, and you are there to turn a negative experience into a positive one by creating an opportunity to rebuild their global family. You understand their stress, can quickly assess their needs, and then swiftly identify candidates based on your knowledge of candidates available in-country and outside the USA. When stress levels get high, you help customers remain calm and keep their eye on the prize – a better rematch! You keep your customers focused on their next steps and will know you have successfully achieved your goal when a new match is secured, and your families complete their customer survey giving you a shout out for your amazing guidance and support efforts. You thrive in a fast-paced environment, love goals, see every challenge as an opportunity to problem solve and have a knack for turning things around with excellent customer service and professional guidance. Your ability to collaborate well with others will be called upon to ensure a seamless handoff at key moments in the customer’s journey including at time of transition from one au pair to another, while in rematch, and/or if they decide to leave the program. You believe every customer interaction is an opportunity to leave a positive impression regardless of where they are in that journey and you will know you have achieved your goal when you can move the host family away from a challenging experience and reengage their excitement for the au pair program.

Some things about you:

• You have a home office set up in the United States and ability to work 9:00am - 5:30pm in your local time zone.
• You have 1-2 years of experience in customer service.
• You are competitive and love hitting goals.
• Finding and connecting people with similar interests and experiences excites you.
• You love a good list and know how to prioritize to ensure you stay on top of multiple and sometimes competing priorities.
• You love collaborating with people from all roles in Cultural Care. There is no such thing as “not my job.”
• You can motivate and lead your host families to a positive resolution and build trust in our organization.
• You balance the need for being directive or supportive of your customers based on where they are in their rematch journey.
• Your communication and customer service skills are in a dead heat for first place – you are not one to shy away from a difficult conversation and know how to steer it in a productive direction.
• You are resourceful and solutions oriented. “I have no idea” is not in your vocabulary.
• You are an excellent active listener who provides detailed follow-through.
• You are a creative problem solver, keeping the customer at the center of your decisions.
• You know when to involve others and believe good teamwork makes everything better.
• You truly love talking to people and are excited by the idea of helping create global families.
• You have excellent time management and organizational skills.
• You are flexible. You know that one’s ability to pivot to ever changing situations and challenges is important part of problem solving and love that no day is exactly like the next.
• Challenge and high-pressure situations excite you – you’d much rather be crazy busy than bored.
  
  

Our benefits & perks:
Whether you are working in one of our beautiful and modern hub offices in Austin, Boston or Denver, or from the convenience of your home office, you will enjoy comprehensive professional development, frequent social programming, and events sponsored by our employee-run “EFinity” groups: Accessibility@EF, API@EF, Black@EF, Faith@EF, Indigenous@EF, Jewish@EF, Latinx+@EF, LGBTQ+@EF, MENA@EF and Parents@ EF.

In addition, you can also expect:

• 
  Development: Robust professional growth opportunities including monthly trainings, workshops, and inspiring sessions with global leaders and experts
• Vacation: Three weeks paid vacation your first year (four weeks starting in year two) and nine paid holidays
• Retirement: 25% company match on your 401(k)
• Insurance: Excellent medical, dental, and vision coverage, along with life and disability insurance, dependent care coverage, and flexible spending accounts (FSAs)
• Travel: Paid international business travel (when we resume travel restrictions due to Covid)
• Selfcare: Wellness benefits and a yearly fitness reimbursement
• Discounts: EF program discounts including personal travel, language schools, and childcare as well as discounts at some local venues and area businesses
• Compensation: First year on-target earnings up to $57,000 (combined $45,000 base salary and $12,000 bonus potential), this role is overtime eligible
  
  

About Cultural Care Au Pair

At Cultural Care Au Pair, we believe that cultural exchange has the power to make the world a more welcoming, understanding, and open place. We build global families by bringing together international visitors with American host families—providing meaningful childcare support for families, an unforgettable year in America for au pairs, and a culturally enriching experience for both parties. 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.

Here at Cultural Care, we are a team of problem-solvers, relationship-builders, and innovators who are constantly thinking about how we can improve our program experience, respond to both micro and macro level business challenges, and evolve to stay relevant to our global audiences.

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.

Cultural Care is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience and everything else that makes you unique. For more information about our career opportunities, visit www.careers.ef.com.

Cultural Care Equal Opportunity Employment Statement:

Cultural Care is proud to be an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will be considered for employment regardless of age, ancestry, color, gender identity, gender expression, marital status, national origin, physical or mental disability, race, religion, sex (including pregnancy), sexual orientation, parental status, Veteran status, or any other status or characteristic protected by applicable laws, regulations and ordinances. Discrimination or harassment based upon any of these factors is wholly inconsistent with everything we believe in and will not be tolerated. Furthermore, such discrimination or harassment may violate the laws and regulations in the locations in which we operate.