Advanced Associate, Customer Services

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide direct customer support and ongoing follow-up during the implementation and adoption of digital products.

• Lead onboarding and implementation sessions, showcasing products, features, and best practices for effective use.

• Conduct training sessions for platform administrators and users.

• Assist customers with access, product usage, and processes related to the solutions provided.

• Follow up with customers and internal teams to monitor requests and resolve any outstanding issues.

• Encourage the effective adoption of products, enhancing customer satisfaction and engagement.

• Identify inquiries, challenges, and opportunities to enhance the customer journey.

• Maintain trackers, reports, systems, and records connected to implementations.

• Aid in the creation and revision of training materials, presentations, and support documentation.

• Collaborate with various internal teams to guarantee a consistent customer experience.

• Contribute to the ongoing improvement of onboarding, implementation, and customer support processes.

⛳️ Requirements

• Alignment with Pearson’s corporate culture.

• Completed or ongoing higher education degree.

• Exceptional verbal and written communication skills in Portuguese.

• Strong abilities in presentation, meeting facilitation, and training.

• Intermediate proficiency in Microsoft Excel.

• Familiarity with digital tools, online platforms, and corporate systems.

• Excellent organizational skills with the ability to manage multiple customers and requests at once.

• Collaborative approach and capability to work effectively with diverse teams.

• Professional demeanor with a strong emphasis on customer experience.

• Prior experience in Customer Success, Customer Service, Onboarding, Implementation, or related fields is a plus.

• Experience in delivering training sessions and presentations is an advantage.

• Background in education, EdTech, technology, or language education is beneficial.

• Proficiency in Spanish is an advantage.

• Intermediate to advanced English proficiency is a plus.

• Experience with CRM and customer support platforms is advantageous.

🏝️ Benefits

• Remote work.

• Home office allowance.

• Medical insurance.

• Dental insurance.

• Employee well-being support.

• Mental health support program.

• Life insurance.

• Meal voucher.

• Univers pharmacy partnership.

• SESC partnership.

• Wellhub (formerly Gympass).

• Discounts at our language franchise schools.

• Discounts on language-learning books.

• Access to Pearson training and development platforms.

• Childcare assistance.

• Birthday off.

• AIP (Annual Incentive Plan).

• Extended maternity and paternity leave—6 months for mothers and 1 month for fathers.