**Description** Support ambassadors and allies with clarity, presence, and promptness. Your mission is to ensure an outstanding experience behind the scenes of the Referral Program: answering questions accurately, acting swiftly, and ensuring every ambassador feels supported and motivated toward their next achievement. Responsibilities: – Deliver efficient support in addressing students’ questions and requests, resolving their needs completely within the expected timeframe. – Identify problems and needs arising from students’ questions, proposing solution suggestions to resolve them effectively, thereby ensuring accuracy and positive customer experiences. – Be responsible for reviewing and approving commissions to be disbursed to ambassadors. – Identify opportunities for process improvement, providing feedback and suggestions to enhance service quality and excellence. – Guarantee excellent support by maintaining clear, understandable, and detailed communication. **Responsibilities and Duties** Respond to inquiries with empathy and firmness via WhatsApp and email for the Referral Program; notify ambassadors about campaigns, deadlines, rankings, rewards, and content; monitor backstage operations for live sessions and trainings; update and organize spreadsheets; forward specific requests to respective departments; ensure support channels remain up-to-date and operate smoothly; assist in organizing the Monthly Calendar; approve or reject commission payments and forward them to Finance; maintain an updated record of completed payments, pending items, and approval history. **Requirements and Qualifications** Requirements: Empathetic Communication: Ability to put yourself in the producer’s shoes, understanding their needs and concerns, thereby building a relationship of trust. Teamwork: Ability to actively collaborate with team members, clarifying doubts and supporting colleagues to ensure cohesive processes. Flexibility: Ability to quickly adapt to diverse situations and producers’ demands, seeking effective solutions even amid unexpected changes. Problem Solving: Skill in identifying issues in detail, suggesting solutions, and proposing improvements to existing processes. Proactivity: Ability to anticipate daily needs and take proactive actions to resolve producers’ issues autonomously and effectively. Efficient Time Management: Ability to prioritize tasks and manage time effectively to ensure timely support for producers. Hard Skills Technical Knowledge: Familiarity with offered products and services, as well as internal processes—including credit flow and support department procedures—to understand and develop resolution solutions for producers. Systems Proficiency: Ability to use basic customer support tools such as WhatsApp, ticketing systems, and CRM, along with basic Office Suite skills (Excel – beginner level). Basic Data Understanding: Ability to collect and analyze simple data, guided by pattern and process identification to suggest improvements. Continuous Learning Capacity: Willingness to acquire new knowledge and skills to stay current on best practices in customer support and process management.