Safety & Incident Response Specialist

Every day, our travellers and Tour Directors rely on us when something unexpected happens on tour. As a Safety & Incident Response Specialist, you will help make sure they get the right support, fast.

EF Educational Tours makes it possible for thousands of North American travellers to see the world every year and discover new cultures through our professionally guided tours.

Job overview

You will be based in Tokyo and report to the Director of Safety and Incident Response, who is based in Sydney. You will work with colleagues in Sydney, Zurich, Panama, and Boston as part of our 24/7 follow-the-sun team, supporting all EF Tours products. The role covers proactive safety measures as well as planning and running crisis response for our guided tours around the world.

What you will do

• Run the communication systems and processes behind our 24/7 incident response setup.
• Manage on-tour incidents, from hotel and coach issues to medical emergencies and serious security events.
• Take overall ownership of global incident response during your local business hours.
• Build and deliver training for Tour Directors, suppliers, and internal teams on their safety and emergency roles.
• Work with regional operations teams to manage risk controls for hotels, activities, transportation and Tour Directors.
• Confirm that safety protocols are being followed, and keep policies and decisions consistent across the team.
• Help build a strong safety culture across EF.
• Apply ISO 31000 and ISO 31030 risk management standards in your daily work.
• Partner with Operations, Sales and regional offices to find smarter ways of working.

What you bring

• Don't tick every box? Apply anyway. We care most about judgement, ownership and drive.
• Full professional fluency in English, spoken and written. This is an English-speaking role.
• The ability to explain complex safety procedures clearly to Tour Directors across the world.
• One to three years of experience in customer service, sales, operations, or similar.
• A background in the safety or security industry.
• Solid risk judgement and a good gut instinct.
• Thrive on the unknown and enjoy working in emergency response.
• A go-getter who thinks for themselves. You spot what needs doing and get on with it, without being told every small step.
• Strong ownership and resilience. You make quick decisions, stay calm under pressure and follow through on every one.
• Sharp attention to detail and a process mindset, with proficiency in Microsoft Excel and in reading dashboards and data sets.

Additional attributes

• Familiarity with ISO 31000, ISO 31030 or general risk management.
• A creative problem solver who can look several steps ahead.
• Comfort using AI and creating AI agents.
• Regional knowledge or tourism experience.
• Japanese or European language skills.

Why you will love working with us

• Yearly tuition reimbursement towards your professional development.
• Travel opportunities linked to your role and industry conferences.
• Global meetings and training.
• Participation in our Staff Travel Experience Program once a year, travelling on one of our global tours.
• Seasonal office events and parties.
• Discounts on EF programmes for you, your friends, and your family

Eligibility

To be considered for this role, applicants must either be Japanese citizens or have the legal right to live and work in Japan.

About EF Education First

Some companies are in the business of banking. Others are in the business of shoes. Or sports. Or soft drinks. At EF, we're in a different kind of business. One that's a little less tangible, and a lot more important. Because our business, what we make, makes everything else possible. We're in the business of understanding. Between people. Between cultures.

For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through language, cultural exchange, academic studies, and educational travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You’ll find our offices and schools located in some of the world’s greatest cities, and filled with smart, driven people (over 50,000 of us) who push each other to be better every day. But it’s what we do together - building greater understanding, breaking down barriers, and creating a better world - that makes all the difference.

Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that share a common mission of opening the world through education. EF has been recognized on Forbes 2025 and 2024 World’s Best Employers and 2024 Top Companies for Women lists, Fast Company’s 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact.