Customer Experience Agent

Description

Job Summary: We are seeking a Customer Experience Agent to support students, resolve questions, and ensure prompt and organized support via WhatsApp. Key Highlights: 1. Prompt and close WhatsApp support 2. Essential point of contact after enrollment in mentoring 3. Dynamic environment focused on care and clarity If you are naturally organized on WhatsApp, resolve pending items efficiently, and ensure smooth communication, this role might be perfect for you! We seek a **Customer Experience Agent** to be on the front line with our students — supporting daily questions, routing requests, and ensuring no one is left without assistance. Here, support means care, clarity, and agility. If this resonates with you, **review the requirements and submit your application!** We’d love to meet you! **Responsibilities and Duties** * Serve as the primary customer contact point after enrollment in mentoring, ensuring close, prompt, and organized support; * Operate via WhatsApp to send class links, materials, and clarify operational questions; * Identify technical questions and route them to mentors, ensuring customers never go unanswered; * Track interactions and record support activities in internal tools and spreadsheets; * Recognize recurring customer difficulties during support interactions and escalate them to the responsible team; * Support tracking of metrics such as NPS (satisfaction), engagement, and potential cancellation signals; * Provide operational support for company events whenever required. **Requirements and Qualifications** * **Proven experience in customer service;** * Flawless writing, clarity, and empathy in text-based support (WhatsApp); * Proficiency handling control spreadsheets and customer service management tools; * Organizational skills and proactivity to track requests and route them correctly; * Must enjoy daily interaction with people — in person, via WhatsApp, videoconferencing, and/or phone calls; * Comfort operating in a dynamic environment and providing support for in-person or online events. **Nice-to-have (not mandatory):** Familiarity with metrics such as NPS, churn, and engagement. **Additional Information** This is a **full-time CLT position requiring on-site work** **Location:** Asa Norte, **Brasília\-DF**. **Schedule:** 40 hours/week, Monday to Friday, 9 AM to 6 PM. **Compensation:** 1\.647,90 **Benefits Offered:** Health insurance with co-payment and full dental coverage; Meal allowance or food allowance via Caju card (your choice); Transportation allowance; Birthday day off; Childcare allowance for children up to 6 years old; Annual training budget; SESC membership; Access to an affordable psychotherapy platform; IGDcard for snacks from our snack machine; Hours, team integrations, and an exceptionally pleasant work environment. **Fórmula High Ticket** (FHT) is an ecosystem of education and business acceleration focused on creating, selling, delivering, and renewing High-Ticket products. We work with specialists, entrepreneurs, and companies aiming to transform knowledge into high-value businesses and establish market authority. Behind these operations is a team committed to execution, growth, and high standards of delivery. Here, we value autonomy, accountability, and individuals who embrace real challenges. If you want to join a growing environment and contribute to building meaningful digital businesses, **Fórmula High Ticket** may be the right place for you.