Customer Support Assistant (Mentorship Program)

Description

Job Summary: This role involves ensuring service excellence, onboarding new clients, managing a positive mentorship journey, and strategically retaining and recovering clients. Key Highlights: 1. Ensure excellence in customer service and a well-organized, positive mentoring journey. 2. Strategically manage customer retention and recovery. 3. Conduct onboarding calls and support mentees via WhatsApp. JOYn RH is a recruitment consultancy specializing in talent acquisition; we hire top-tier professionals for our clients across Brazil and worldwide. **About the position:** We are recruiting for a **Customer Support Assistant** (**Mentorship Program**) to work within the Customer Experience team of an e-commerce education company, operating with a close, consultative mentoring model. This role is responsible for ensuring **service excellence, guiding new clients through onboarding, ensuring an organized and positive mentoring journey**, and strategically managing customer retention and recovery — all while maintaining high levels of satisfaction, engagement, and client retention. **Main Responsibilities:** * Conduct onboarding calls with new mentees; * Guide clients through their initial journey and clarify questions; * Support mentees via WhatsApp; * Route technical questions to the respective tutors; * Follow retention workflows in cancellation cases; * Manage schedules and appointments in Google Calendar; * Use ClickUp for task organization; * Deliver a positive experience and foster a sense of brand closeness; * Maintain organization and respond to requests promptly. Requirements: * Prior experience in customer service (online); * Experience using WhatsApp as a professional communication channel; * Proficiency with Google Meet and Google Calendar; * Strong organizational skills and ability to multitask; * Clear and professional communication; * Self-management capability; **Preferred Qualifications (Advantages)** * Prior customer service experience; * Experience in digital companies or e-commerce; * Familiarity with platforms such as ClickUp or similar tools; * Experience in customer retention or recovery.