**Built by people who transform education** **All Arco positions are open to People with Disabilities.** On the **Support Team**, you will join a structure focused on delivering a consistent, high-quality customer experience, working analytically, collaboratively, and solution-oriented. **Your day-to-day responsibilities will include:** * Handling and following up on cases escalated from Level 1 (L1), performing comprehensive demand analysis, recurring follow-ups, and appropriate routing until final resolution; * Managing unexpected and challenging situations, aligning customer expectations while maintaining high standards of quality, empathy, and customer satisfaction; * Acting as the customer’s primary contact throughout their journey, ensuring clear communication and support to help them achieve their business goals using the company’s solutions; * Delivering multichannel support (email, phone, and WhatsApp), emphasizing accuracy, responsiveness, and excellence in customer experience; * Collaborating closely with other support levels (L1 and L3) and internal departments—including Sales, Finance, Legal, Logistics, and Pedagogy—ensuring smooth communication and efficient issue resolution. Supporting prioritization of critical requests across involved departments, considering customer impact, deadlines, and urgency level; * Organizing, monitoring, and updating the case backlog, ensuring visibility of status, pending items, and deadlines for the team and stakeholders; * Monitoring and supporting adherence to key support-related performance indicators (KPIs), including customer satisfaction and SLA compliance; * Contributing to continuous improvement of support processes by identifying bottlenecks, efficiency opportunities, and proposing practical solutions. **To participate in our recruitment process, you must have:** * Completed or currently pursuing a Bachelor’s degree; * Prior experience in Customer Relationship or Customer Support, with emphasis on quality, issue resolution, and customer experience; * Ability to manage high-volume workloads during seasonal periods; * Strong verbal and written communication skills—clear, concise, and adaptable to both customer profiles and internal audiences; * Excellent organizational, planning, and priority-management skills, ensuring timely delivery and effective tracking of requests; * Analytical ability and critical thinking to identify urgency, understand contexts, diagnose problems, and propose solutions; * Attention to detail and commitment to quality and adherence to agreed-upon deadlines; * Ability to collaborate effectively within teams and across departments and support levels. **Nice-to-haves:** * Prior experience with CRM tools (e.g., Salesforce, Zendesk, or others); experience in multichannel support and performance indicator management (e.g., RTT, FTR, CSAT, etc.); * Strong teamwork orientation and consistent drive for self-development and continuous improvement; familiarity with productivity metrics and backlog tracking; REQ-20251209-003_REQ-20251209-001.3/3498 **What you’ll find at Arco—beyond incredible people:** + Meal and/or food allowance + Health and dental insurance + Transportation allowance + Extended maternity and paternity leave + Childcare allowance + Health & wellness: partnerships with Wellhub and Zenklub + Education incentives + Airfare discounts + Pet health insurance partnership + Access to Arco’s educational materials for employees’ children + Partnerships for MBAs and postgraduate programs **#MoreDiversity** We believe that in a diverse and inclusive environment, our **people are happier, more engaged**, and have **greater potential to reach their full capabilities**. That’s why, at Arco, we respect and value equal rights, recognize individual uniqueness, and believe that **everyone** can contribute to our purpose. **#JoinArco**