Description: What we expect from you: * Experience handling simultaneous chat support; * Experience with service metrics (satisfaction and resolution rates), actively ensuring 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, consistently seeking the best solutions; * Flexibility and openness to change, to thrive in a dynamic, high-volume support environment; * Organizational skills to follow processes and manage multiple demands; * Intermediate proficiency in Microsoft Office Suite (especially Excel and PowerPoint); * Collaborative mindset to work effectively in a team, contributing to a productive and positive work environment. You stand out if you have: * Previous experience in customer service within the education sector; * Fluency in Spanish. By joining our team, you will have the opportunity to: * Be part of a journey that transforms lives through education, impacting thousands of students across the country; * Work in a collaborative environment where different departments connect to deliver comprehensive, high-value solutions to our students; * Actively contribute to improving our processes and building 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 progresses alongside ours. Your mission goes far beyond delighting the customer. On a daily basis, your challenges will include: * Providing support to students, ensuring the best possible experience in every interaction by resolving issues, conducting investigations, and delivering your best effort; * Identifying when an inquiry should be escalated to other departments, monitoring its progress until resolution, and ensuring final follow-up with the student; * Proactively identifying recurring problems and suggesting improvements to service procedures and processes; * Contributing to student retention by understanding cancellation reasons and offering solutions to encourage continued enrollment; * Conducting contract renegotiations by presenting clear and feasible alternatives tailored to students' needs. 2511160202461811760