Customer Support Assistant

Description

Job Summary: The professional will provide support to students, ensuring a unique, effective, and welcoming educational experience while contributing to process improvement. Key Highlights: 1. A journey that transforms lives by impacting thousands of students 2. A collaborative environment with autonomy, active listening, and continuous learning 3. Actively contribute to the evolution of processes and the educational experience \+A Educação is the country's largest digital education ecosystem, integrating solutions in content, technology, and services — all with the purpose of expanding the horizons of knowledge! Today, we have published more than **4,000 books**, impacted over **1,000 educational institutions**, employed more than **800 collaborators**, and reached **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 with 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 construction of an increasingly agile, welcoming, and effective educational experience; * Develop your skills within a team that values autonomy, active listening, initiative, and continuous learning — 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 support to students, ensuring the best possible experience in every interaction — resolving issues, investigating root causes, and delivering your best effort; * Identifying when requests require escalation to other departments, tracking progress until resolution, and guaranteeing final feedback to the student; * Challenging reported problems proactively and suggesting improvements to support procedures and processes; * Supporting student retention by understanding cancellation reasons and offering viable solutions to ensure continued enrollment; * Managing contract renegotiations by 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** (e.g., satisfaction and resolution rates), taking ownership to meet individual performance targets; * 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 new ideas, enabling effective performance in a dynamic, high-volume support environment; * Organizational skills to follow established processes and manage multiple concurrent demands; * Intermediate proficiency in the **Microsoft Office Suite** (especially Excel and PowerPoint); * Completed or ongoing undergraduate degree; * Collaborative mindset to work effectively in teams and foster a productive, positive environment. **You’ll Stand Out If You Have:** * Prior experience in customer support within the education sector; * Fluency in Spanish. **Additional Information** **Our Benefits** * Meal Voucher, Food Allowance, and Transportation Voucher; * Health and dental insurance — with 100% of monthly premiums covered by the company; * Daycare allowance for mothers; * Wellhub (Gympass): access to over 250 fitness modalities across more than 50,000 gyms; * Profit-Sharing Program (PPR), aligned with achievement of goals and objectives; * Birthday day off to celebrate with loved ones; * Education allowance for undergraduate, graduate, and language courses, plus discounts at partner institutions. **\+A Educação** is a ***higher education and professional edtech*** that enables the digital transformation of its partners through an educational experience platform. We serve over one thousand higher education institutions (HEIs), helping impact more than 3.5 million students. We fully address the needs of HEIs, scientific societies, and hospitals by offering an integrated ecosystem of advanced technology, high-quality content, and education-focused services. For students and faculty, we provide a seamless and engaging journey covering all stages of education — from recruitment and enrollment, through virtual learning environments and student engagement, to assessments and certifications. **So, what makes us a Great Place to Work?** * We uphold a strong, inspiring purpose: working in noble sectors such as education and healthcare is a source of great pride. * We operate from a modern, intelligent headquarters featuring collaborative spaces, a garden, and a cafeteria. * We value people’s development: talent lifecycle programs, discounts on courses at partner institutions, digital and physical libraries, and book purchase coupons for our e-commerce platform. * We foster an innovation-friendly environment where mistakes are viewed as learning opportunities. * Together, we are stronger — thus we cultivate an atmosphere conducive to feedback and knowledge sharing. At \+A Educação, integrity is one of our core values; we embrace diversity and therefore do not discriminate among candidates. **Looking for Technology Team openings?** **Visit:** maisaedu\-tech.gupy.io/ **Looking for Commercial Team openings?** **Visit:** maisaedu\-sales.gupy.io/