Back-Office Assistant

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

📋 Description

• Oversee a candidate/freshman portfolio following enrollment, payment, or contract completion.

• Initiate proactive outreach to welcome and assist candidates while identifying potential risks.

• Provide support to candidates at the commencement of classes, ensuring they receive information about next steps, access credentials, documentation, payments, and available support channels.

• Process, evaluate, and manage administrative requests related to the candidate journey.

• Address issues related to enrollment, documentation, contracts, payments, invoices, scholarships, personal data, and other operational concerns.

• Meticulously document interactions, statuses, supporting evidence, and follow-up actions in the internal system.

• Achieve defined service level agreements (SLAs), prioritizing urgent requests or those that significantly affect conversion/enrollment.

• Provide clear and objective responses to inquiries from requesters or candidates.

• Collaborate with relevant teams when resolution requires external validation or execution.

• Follow up on unresolved issues with partner teams until resolution is achieved.

• Recognize indicators of churn, withdrawal, dissatisfaction, or uncertainty.

• Detect recurring bottlenecks and highlight opportunities for improvement.

• Assist in standardizing processes and minimizing operational friction.

⛳️ Requirements

• High school diploma.

• Experience with corporate WhatsApp, email, customer service platforms, or automation tools.

• Proficiency in Microsoft Office or Google Workspace, particularly with spreadsheets.

• Comfortable navigating internal systems, CRM platforms, customer service tools, or ticketing systems.

• Basic understanding of academic procedures, enrollment, documentation, contracts, and finance is advantageous.

• Knowledge of student retention, persistence, or support for freshmen.

• Familiarity with operational metrics such as SLAs, productivity, ticket volume, outstanding issues, and resolution statuses.

• Capability to interpret basic reports and prioritize actions based on data insights.

• An analytical and process-oriented mindset.

• Organized and disciplined approach to daily operations.

• Ability to work independently in a developing environment, with effective prioritization skills.

• Strong interpersonal communication skills and ability to collaborate with partner teams.

• A collaborative, resilient, and solution-focused attitude.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Tuition assistance.

• Transportation allowance.

• Fit Energia wellness benefit.

• Partnerships with affiliated institutions, including pharmacies and language schools.

• Newborn benefit package.

• Santander Academy.

• Life insurance.