Customer Support Assistant

Description

Job Summary: The professional will provide support to students, ensuring a unique, effective, welcoming, and meaningful educational experience, while contributing to the continuous improvement of processes. Key Highlights: 1. Impact thousands of students and transform lives through education. 2. Work in a collaborative environment that delivers high value to students. 3. Develop skills within a team that values autonomy and continuous learning. A+A Educação is the largest digital education ecosystem in the country, integrating solutions across content, technology, and services, with the purpose of expanding the horizons of knowledge! Today, we publish over **4,000 books**, impact more than **1,000 educational institutions**, employ over **800 collaborators**, and serve **3.5 million students**. Joining our team means embracing the purpose of creating valuable experiences, demonstrating collaboration, initiative, and a commitment to continuous improvement. Our daily work is dynamic, challenging, and full of opportunities to make a difference in each student’s life. If you believe in the power of customer support to transform educational experiences and wish to grow alongside us, this opportunity is for you! Within our Experience and Relationship Center (**NEXA**), we are responsible for ensuring every interaction with students is **effective, welcoming, and meaningful**, contributing to a truly unique educational experience. **Responsibilities and Duties** **By joining our team, you will have the opportunity to:** * Be part of a journey that transforms lives through education, impacting thousands of students nationwide; * Work in a collaborative environment where different departments connect to deliver comprehensive, high-value solutions for our students; * Actively contribute to the evolution of our processes and the development of an increasingly agile, welcoming, and effective educational experience; * Develop your skills within a team that values autonomy, active listening, initiative, and continuous learning. Here, your growth walks hand-in-hand with ours. **Your mission goes far beyond delighting the customer. On a day-to-day basis, your challenges will include:** * Providing student support, ensuring the best possible experience in every interaction—resolving issues, investigating root causes, and delivering your best; * Identifying when a request should be escalated to other departments, tracking its progress until resolution, and ensuring final feedback is delivered to the student; * Challenging reported problems proactively, suggesting improvements to support procedures and processes; * Supporting student retention by understanding reasons for cancellation and offering viable solutions to retain them; * Conducting contract renegotiations, presenting clear and feasible alternatives aligned with the student’s needs. **Requirements and Qualifications** **What we expect from you:** * Experience handling **simultaneous chat interactions**; * **Experience with customer service metrics** (satisfaction and resolution rates), taking ownership to ensure individual performance targets are met; * Excellent **verbal and written communication skills**; * **Active listening, empathy, and resilience** to understand diverse student profiles; * Ability to prioritize tasks and simplify complex problems; * Capacity to analyze data and scenarios, always seeking optimal solutions; * Flexibility and openness to change, enabling success in a dynamic, high-volume support environment; * Organizational skills to follow established processes and manage multiple concurrent demands; * Intermediate proficiency in **Microsoft Office** (especially Excel and PowerPoint); * Bachelor’s degree completed or in progress; * Collaborative mindset to work effectively in teams, fostering a productive and positive work environment. **You’ll stand out if you have:** * Prior experience providing support in the education sector; * Fluency in Spanish. **Additional Information** **Our Benefits** * Meal Allowance, Food Voucher, and Transportation Voucher; * Health and dental insurance, with 100% of monthly premiums covered by the company; * Daycare assistance for mothers; * Wellhub (Gympass): access to over 250 fitness modalities across more than 50,000 gyms; * Profit-Sharing Program (PPR), aligned with goal and objective achievement; * Birthday day off to celebrate with loved ones; * Education assistance for undergraduate, graduate, and language courses, plus discounts at partner institutions. **A+A Educação** is a ***edtech*** specializing in **higher and professional education**, enabling the digital transformation of its partners through an educational experience platform. We operate across more than one thousand higher education institutions (HEIs), helping impact over 3.5 million students. We comprehensively meet the needs of HEIs, scientific societies, and hospitals, offering an integrated ecosystem of cutting-edge technology, high-quality content, and education-focused services. For students and faculty, we provide a seamless and engaging journey covering all stages of education—including enrollment and admissions, virtual learning environments, student engagement, assessments, and certifications. **So, what makes us a Great Place to Work?** * We uphold a strong and inspiring purpose: working in noble sectors such as education and healthcare is a source of great pride. * We occupy a modern, intelligent headquarters featuring collaborative spaces, a garden, and a cafeteria. * We value people’s development: talent management cycle, course discounts at partner institutions, physical and digital libraries, and book purchase vouchers for our e-commerce. * We foster an innovation-friendly environment where mistakes are viewed as learning opportunities. * Together, we are stronger—so we cultivate an environment conducive to feedback and knowledge sharing. At A+A Educação, integrity is a core value; we embrace diversity and therefore do not discriminate against candidates. **Interested in Technology team openings?** **Visit:** maisaedu-tech.gupy.io/ **Interested in Commercial team openings?** **Visit:** maisaedu-sales.gupy.io/