Student Journey Support Analyst

Description

Job Summary: Work in the Student Journey department to ensure a complete experience—from onboarding through progress tracking—with an analytical focus and commitment to continuous improvement. Key Highlights: 1. Multichannel support and efficient assistance to students. 2. Management of student journey processes, from onboarding to offboarding. 3. Monitoring of satisfaction metrics and continuous improvement. Want to join a company revolutionizing the nutrition market in Brazil? At **Amor em Nutrir**, since 2016, we’ve created opportunities for nutritionists to break away from outdated models and build autonomous, strategic, and ethical careers in nutrition. Our team is driven by results—and purpose: transforming lives through education and innovation. The **Student Journey** department is responsible for ensuring our students have a complete experience within our programs—from onboarding through progress tracking within our methodology. If you possess an analytical mindset, enjoy understanding behaviors, organizing processes, monitoring metrics, and contributing to improved customer experience, this role could be your next step. **Key Responsibilities** ================================ Provide multichannel support to students, ensuring efficient assistance throughout their journey across programs and educational products; Receive, analyze, and resolve student inquiries, requests, and needs in a structured and solution-oriented manner; Monitor student journeys, conducting strategic individual outreach and engagement initiatives; Manage student journey processes—including onboarding, access management, communities, mentorships, rewards, cancellations, and offboarding; Monitor student experience and satisfaction metrics, analyzing data and identifying improvement opportunities; Map, organize, and standardize support workflows and internal processes; Track and prioritize support tickets, ensuring response quality and timeliness; Prepare performance reports and analyses for the department; Organize and update knowledge bases, internal guidelines, and support materials; Collaborate cross-functionally with other departments to resolve requests and enhance customer experience. **What We Expect From You** =========================== Completed or ongoing undergraduate degree in Administration, Marketing, Communications, Psychology, Pedagogy, or related fields; Prior experience in customer service, support, customer success, or customer experience roles; Familiarity with CRM tools, support systems, and spreadsheet software; Analytical capability to track metrics and propose improvements; Strong verbal and written communication skills; Organizational skills, attention to detail, and ability to manage multiple concurrent tasks; Proactivity, emotional intelligence, and customer experience orientation. **Nice-to-Have Qualifications** ================================ Experience with digital information products (infoproducts) or edtech companies; Experience managing online communities or supporting students; Knowledge of Customer Experience (CX) or Customer Success principles; Hands-on experience analyzing metrics and improving support processes. **Benefits** ============== Meal allowance: BRL 600.00 (monthly) Food allowance: BRL 623.04 (monthly) Health insurance (no copayment) Dental insurance Profit-sharing program (PLR) of up to two monthly salaries per year TotalPass (reimbursement of up to BRL 120.00\) Weekly massage (1x/week) Fuel allowance Transportation voucher (no percentage deduction) **Employment Type** ========================= CLT (permanent employment) **Working Hours** =========== Monday to Thursday: 8:00 AM to 6:00 PM Friday: 8:00 AM to 5:00 PM