Job Summary: We are seeking a proactive, agile, and customer-experience-oriented Customer Experience (CX) Analyst to join our Education team, ensuring platform accessibility, outstanding support, and revenue retention. Key Highlights: 1. Frontline engagement in the Education area 2. Ensuring seamless access to the platform and excellence in support 3. Focus on retention, revenue protection, and customer experience About the Role We seek a Customer Experience (CX) Analyst with a solution-oriented, agile, and customer-centric profile to serve on the frontline of our Education division. Your mission will be to ensure seamless platform access, deliver exceptional support during digital events, and actively drive revenue retention and recovery. Here, support is not just service—it’s revenue protection, retention, and experience. Key Responsibilities * Ensure immediate, error-free platform access (login, account blocks, permissions, playback). * Deliver multichannel support with agile SLAs and a high first-contact resolution rate. * Provide technical support during live events, challenges, and digital launches. * Monitor chats and community forums during peak traffic periods. * Lead cancellation discussions with a focus on retention and reversal. * Support delinquency recovery (e.g., card updates, boleto reissuance). * Identify recurring churn root causes and report systemic improvements. * Update the knowledge base (FAQ) and document common query patterns. * Report bugs and improvement opportunities to the Technology team. What Growth Machine Expects from a Strong CX Analyst * A strong sense of urgency and accountability for customer experience. * Ability to independently resolve technical issues. * Clear, didactic, and empathetic communication. * Organizational skills to manage multiple concurrent interactions. * Investigative mindset to identify root causes before escalation. * Retention- and revenue-protection-oriented mindset. Preferred Qualifications * History as an athlete or long-term participation in sports * Entrepreneurial experience * International experience or study abroad programs * Fluency in English and/or Spanish Compensation * Base salary + variable pay based on deliverables and performance Benefits Club * Meal allowance of BRL 800.00 * Commuting allowance * Wellhub (free Silver plan) * Health support (Conexa) * Employee engagement and recognition program with monthly rewards * Annual bonus equivalent to one month’s salary * 30 paid vacation days (after 1 year) * CS Academy Leave
João Silva
Indeed · HR
João Silva
Indeed · HR
