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Job Summary: The Junior CX Analyst manages an active customer portfolio, focusing on engagement, value generation, retention, and expansion, working within the B2P Operations area. Key Highlights: 1. Manage an active customer portfolio with a focus on engagement and retention 2. Identify expansion opportunities (upsell and cross-sell) 3. Monitor portfolio metrics and propose action plans We are physicians’ partners throughout their entire journey and seek individuals who align with our purpose, values, and culture to join our team. Let’s transform healthcare together—with those who embrace medicine as their vocation! This is an open position in the **Medical Practice Solutions** division, offering a **hybrid work model** in São Paulo, Rio de Janeiro, Ribeirão Preto, or Belo Horizonte. As the **Junior CX Analyst** at Afya, your primary objective will be to **manage an ongoing active customer portfolio, ensuring continuous engagement, value generation, retention, and expansion.** You will operate within the B2P Operations area under the Planning and Control Directorate. **All our opportunities are open to people with disabilities (PwD) and INSS-rehabilitated individuals.** ----------------------------------------------------------------------------------------------------- **Responsibilities and Duties** **HOW YOU WILL TRANSFORM HEALTHCARE DAILY:** * Manage an active customer portfolio by conducting recurring follow-ups (check\-ins, status meetings, and follow\-ups). * Ensure customer engagement through effective use of core product features. * Proactively identify and mitigate churn risks. * Identify expansion opportunities (upsell and cross\-sell) and support negotiation efforts. * Monitor portfolio metrics (health score, product usage, NPS, tickets, delinquency, among others) and propose action plans. * Record customer interactions, progress, and status, keeping the CRM consistently updated. * Serve as the primary contact point between customers and internal teams (Support, Product, and Commercial). * Assist customers with operational and business-related questions, appropriately escalating more complex requests. * Encourage use of scalable channels (materials, support, and self-service), promoting customer autonomy. **Requirements and Qualifications** **WHAT WE SEEK (though we do not expect any single candidate to meet all criteria):** * Currently enrolled in or holding a bachelor’s degree in Business Administration, Marketing, Technology, or related fields. * Basic knowledge of tools such as Microsoft Office and CRM systems. * Strong verbal and written communication skills, with clarity and conciseness. * Organizational and time-management skills to handle routine tasks and multiple concurrent demands. * Ability to follow established processes and playbooks. * Sense of priority and accountability in execution. * Basic analytical ability to interpret portfolio metrics. * Proactive mindset focused on problem-solving. **PREFERRED QUALIFICATIONS:** * Prior experience in customer service, support, or client relationship management. * Experience working in high-volume demand environments. * Familiarity with tools such as HubSpot and Sensedata. **Additional Information** #### **PEOPLE ARE OUR GREATEST ASSET—therefore, we offer benefits and partnerships for our team.** **Key benefits below:** **For daily life:** * Meal allowance / food voucher; * Flexible working hours and allocation options (for Remote positions); * Transportation allowance (for Hybrid or On-site positions); **Salary Enhancement:** * Profit-sharing program (PLR); * Multibenefit program: Flexible benefit via Flash Card, usable as preferred. **Family, Health, and Well-being:** * Gympass / Wellhub; * Viva Psychology (online platform for psychologist and nutritionist consultations); * Health and dental insurance; * Life insurance; * Extended parental leave (up to 6 months for mothers and 20 days for fathers); * Rede D'Ór: Support and key information for maternal and infant health through a network of accredited nurses; * Partnership with SESC in your region (diverse programming across education, health, culture, leisure, and social assistance); * Birthday Day Off (one paid day off to be taken on your birthday or during your birth month). **Development and Learning:** * Platform offering numerous courses to enhance your expertise (UCA); * Language academy (AIA); * Leadership development program; * Mentoring Program for Women at Afya (MMA); * Discounts on undergraduate and postgraduate programs offered by Afya educational units. **Special Benefit for Medical Faculty:** * Premium subscription to Afya iClinic and Afya Whitebook. **THE LARGEST BRAZILIAN ECOSYSTEM FOR MEDICAL EDUCATION AND PRACTICE SOLUTIONS.** The Afya brand was launched in 2019, but our story began much earlier. We emerged from the merger between NRE Educacional—the largest group of medical schools in Brazil, founded in 1999—and MEDCEL, a brand specializing in medical residency exam preparation courses. Through rapid growth, we have acquired new educational units over recent years—now totaling over 30 across Brazil—as well as more than 10 startups delivering digital solutions for medical practice. Afya Whitebook, Afya iClinic, Afya Papers, Glic, and Cliquefarma are some brands in our portfolio. Visit afya.com.br to learn more about our history and all the solutions we offer. Afya has been a publicly traded company since 2019, with shares listed on the Nasdaq stock exchange in the United States. In 2023, we also made our shares available on the Brazilian stock exchange, B3\. Learn more at ir.afya.com.br. **Our purpose is to transform healthcare alongside those who pursue medicine as their vocation.** To achieve this, we rely on a team of 10,000 curious, collaborative, committed, adaptable, and results-driven individuals—from every corner of Brazil, speaking diverse dialects, yet united by a shared language and purpose. If you resonate with the Afya way, **join us in transforming healthcare through education and technology.** \#VemSerAfya
