Student Support Assistant

Description

Job Summary: One Operadora is seeking a student support professional to ensure a positive and solution-oriented experience throughout all stages of the exchange program, from pre-departure to post-return. Key Highlights: 1. Support for exchange students from pre-departure to post-return 2. Focus on service quality and problem resolution 3. Opportunity to support process improvements and enhance customer experience **Want to be part of exchange students’ journeys around the world?** One Operadora is looking for a professional to provide student support, ensuring a positive and solution-oriented experience at every stage of the exchange program. **Position Mission:** Provide support to exchange students throughout their journey—from pre-departure to post-return—ensuring service quality, participating in problem resolution, and delivering an excellent experience. **Main Responsibilities:** Support and Follow-up * Provide support to exchange students before and after departure; * Clarify doubts and assist in resolving requests; * Monitor the student’s journey, ensuring high-quality experience. **Documentation and Guidance:** * Guide students and guardians regarding documentation (passport, visa, insurance, etc.); * Review documents and forms for visa applications; * Prepare and conduct pre-travel briefings. **Case Management and Continuous Improvement:** * Proactively and reactively manage dissatisfaction situations; * Record and track cases in internal systems; * Support process improvements and enhance customer experience; * Monitor KPIs such as NPS, deadlines, and satisfaction. **Requirements:** * Currently enrolled in or graduated from a bachelor’s degree program (Tourism, International Relations, Business Administration, Communications, or related fields); * Prior experience in customer service, support, or administrative roles; * Strong written and verbal communication skills; * Organizational skills and attention to deadlines; * Analytical mindset and critical thinking; * Ability to handle multiple concurrent tasks; * Empathy and professionalism in sensitive situations; * Intermediate Excel proficiency. **Preferred Qualifications:** * Experience in Customer Success, customer service, and/or post-sales; * Familiarity with customer journey mapping or complaint analysis; * Knowledge of CRM systems and/or customer service tools; * International experience (e.g., study abroad); * Intermediate English and intermediate Spanish. If you identify with customer service, customer experience, and international exchange programs, we’d love to meet you! Minimum Education Level: Bachelor’s Degree