Customer Support Assistant, Temporary

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

📋 Description

• Manage both inbound and outbound customer communications across various channels (email, course platform, WhatsApp, and chat), utilizing written or verbal interactions based on student requirements.

• Provide support to students while fostering a culture of care that prioritizes respect, empathy, and assertiveness.

• Oversee each customer interaction thoroughly, from accurately recording information in the system to effectively resolving cases.

• Clearly and appropriately escalate interactions to the designated team when necessary.

• Aid in maintaining the department's performance metrics.

• Review departmental reports as needed.

• Keep the department leader updated on critical cases.

⛳️ Requirements

• Proven experience in Customer Support.

• Background in Retention.

• Willingness to accept an 8-month temporary contract, with the potential for permanent employment.

• Experience in a startup environment (preferred).

• Familiarity with customer support systems (CRM, Omnichat, Octadesk, etc.) (preferred).

• Intermediate to advanced proficiency in Spanish (preferred).

🏝️ Benefits

• Option to work remotely with thorough onboarding support and active team engagement.

• Meal allowance of BRL 27.00.

• Culture allowance of BRL 50.00.

• Unimed health insurance coverage.

• AMIL dental insurance.

• Access to Zenklub: two complimentary sessions each month.

• PsiU psychotherapy at a fixed cost of BRL 75.00.

• Wellhub (Gympass) access.

• Fluency SkillUp: the opportunity to choose a language or technology course to study at no cost.

• Day off for birthdays.

• Provision of necessary support infrastructure and equipment shipment.

• Autonomy to work, innovate, and implement ideas.

• A work environment that encourages continuous development through Individual Development Plans (IDPs), feedback, 1:1 meetings, and regular reviews.

• Opportunities to join Internal Mentorship Programs and beta cohorts for Fluency products.

• Baby gifts for newborns.