Customer Experience Analyst – Mid-level

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

📋 Description

• Outline the student journey and devise strategies to ensure a positive and unforgettable experience at every stage of their interaction with the product.

• Develop communication schedules tailored to each phase of the student journey, utilizing strong copywriting and storytelling skills.

• Engage with students through WhatsApp and email communications.

• Track key metrics such as satisfaction, class attendance, and repeat purchases, employing tools like satisfaction surveys, NPS (Net Promoter Score), and data analysis.

• Actively seek solutions to mitigate student dissatisfaction and enhance their overall contentment.

• Suggest and implement enhancements to optimize the customer journey and boost LTV (lifetime value), which includes refining products, services, support, and communication strategies.

• Foster student delight by planning and executing initiatives in partnership with various departments across the organization.

• Conduct research, analyze data, and interact with students to grasp their expectations and requirements.

• Serve as a liaison between students and internal teams such as Product, Marketing, and Sales, gathering feedback and proposing improvements.

⛳️ Requirements

• Prior experience in customer service, customer experience, and/or customer success.

• Solid understanding of copywriting and storytelling techniques.

• Practical experience with InfoBip, SendFlow, and ActiveCampaign.

• Background in the education sector is advantageous.

🏝️ Benefits

• Meal or food allowance

• Health insurance (including co-payment and dependent coverage)

• Dental plan

• Life insurance

• Day off during your birthday month

• Gympass

• Telemedicine

• Pharmacy benefits (ECX card)

• Sesc benefits (partnership)