**We are Medway** ------------------ A company that enhances the quality of healthcare assistance in Brazil. Our mission is to be the primary partner throughout physicians’ professional journeys. Born in the digital environment in 2017, we offer courses that prepare professionals for the many challenges they face in their careers. We are a team driven by the conviction that qualified professionals capable of caring for their patients depend on excellence in education. We work in a collaborative environment, full of challenges and opportunities for personal and professional growth. We value the quality of our products and continuously seek improvement. We want focused and engaged professionals committed to delivering outstanding results. Here, we are challenged to improve every day! **Your Mission** -------------- We are seeking a **Senior Customer Service Enablement Analyst**, autonomous, organized, and skilled at communicating across all levels of the organization—including peers and senior leadership. This person will ensure our Customer Support team possesses all necessary knowledge, tools, and processes to deliver fast, accurate, and high-quality customer service. Additionally, they must translate strategies into clear action plans, develop individuals and teams through Enablement initiatives—emphasizing active listening—and drive data-driven, strategically informed continuous improvement. **Your key responsibilities will include:** ---------------------------------------------- * **Training Development:** Design, implement, and manage Onboarding programs and ongoing training for the Support team (Analysts), focusing on customer service skills, product knowledge, and new processes; * **Knowledge Management:** Structure, maintain, and ensure adoption of the Internal Knowledge Base with a high degree of organization and governance—ensuring content remains up-to-date and easily accessible. * **Process Optimization:** Map and standardize customer service workflows on Zendesk and other channels to ensure consistency in quality and operational efficiency (reducing TMT/TMA); * **Performance Analysis:** Monitor and analyze critical Service metrics (CSAT, FCR — First Contact Resolution, TMT/TMA) to identify knowledge gaps and propose targeted Enablement interventions; * **Quality & Calibration:** Implement and manage a structured, data-driven Customer Service Quality Program. * **Strategic Translation:** Serve as the liaison between Support and Product/Operations teams, translating new releases, policies, or process changes into applicable training materials. **We’re looking for you to have:** --------------------- * Experience in Enablement, Training, or Customer Service Quality, preferably within complex environments requiring high autonomy; * Proficiency in support metrics (CSAT, FCR, TMA, SLA, etc.) and experience transforming them into practical actions; * Strong command of support tools (Zendesk or similar) and Learning Management Systems (LMS); * Experience designing learning content and learning paths. * Facilitation & Communication Skills: Clear, pedagogical, and adaptable communication tailored to diverse audiences (Analysts, peers, leadership); * Analytical & Strategic Mindset: Data-informed decision-making orientation, strategic vision to prioritize demands and anticipate needs, ability to analyze complex scenarios, propose structured solutions, and track impact; * Project Organization & Management: High level of organization and governance to simultaneously manage multiple Enablement projects; * People & Team Development: Experience building team capabilities via training, feedback, technical coaching, and continuous improvement initiatives. ### **These differentiators make you an ideal candidate:** * Experience in Startups, EdTechs, or HealthTechs. **WHY JOIN OUR TEAM?** ------------------------------ This is a unique opportunity to play a pivotal role at Medway and build your career in an environment marked by constant growth and innovation. If you are a proactive professional, we look forward to welcoming you to the Medway team. Join us and help shape our company! ### **Our benefits check-up** * Medical and Dental Assistance; * Life Insurance; * Flash Card (Meal, Food, Flexible, and Mobility Benefits); * Snacks and Beverages; * Gympass; * Weekly massage. **Additional information:** * Work model — Hybrid: São Paulo/SP **Our Values** ------------------ * **Customer Obsession:** We relentlessly pursue delighting our customers. * **Straight Talk:** We have the courage to say—and listen to—what needs to be said. * **Clarity:** We communicate clearly and assertively at all times. * **Ownership:** We act like owners—working with commitment, passion, and energy. * **Continuous Improvement:** We constantly challenge ourselves to step outside our comfort zones. * **Team Spirit:** We value high-performing teams. Ready to join this mission of transforming healthcare in Brazil through education? Then come with us!