Operations Analyst

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

📋 Description

• Implement the comprehensive Offboarding process for educational institutions utilizing internal tools (such as Salesforce), ensuring thorough, precise, and traceable documentation of all procedures, deadlines, and information;

• Assess and compile the outstanding balances of schools, ensuring accuracy in calculations and consistency of the utilized data; assist in preparing and validating debt spreadsheets to accurately represent the institution’s financial history;

• Offer assistance to schools through Zendesk and other official communication channels, ensuring clear, standardized responses within established SLAs;

• Oversee the Offboarding email inbox, ensuring organization, prioritization, and timely responses to requests from schools;

• Facilitate communication with schools throughout the closure process, ensuring a consistent customer experience;

• Collaborate with partner areas such as FinOps, Collections, Customer Support, and Consultants to address issues and align information;

• Supervise the operational management of cases, tracking status, SLAs, and potential deviations from the process;

• Monitor Offboarding dashboards and operational controls, ensuring data integrity and prompt action on any discrepancies;

• Assist in identifying failures and opportunities for enhancing Offboarding processes, contributing to improved operational efficiency;

• Ensure the quality and organization of recorded data, guaranteeing traceability and reliability for future analysis;

• Provide flexible support for operational tasks in partner areas, particularly Risk, during times of reduced Offboarding volume, contributing to execution and support in line with team priorities.

⛳️ Requirements

• Previous experience in operational, administrative, or back-office functions with a high execution volume and a strong need for organizational skills;

• Exceptional organizational and activity control abilities, with a keen attention to detail and a commitment to delivering quality output;

• Background in customer or stakeholder service with clear and objective communication skills (both written and verbal);

• Proficient in using tools and systems (e.g., CRM, support platforms, or spreadsheets), with a disciplined approach to recording and updating information;

• Capability to manage multiple simultaneous tasks while adhering to deadlines and defined SLAs;

• Proactive in identifying operational issues and willing to take action to resolve them.

🏝️ Benefits

• Meal allowance and/or meal voucher

• Health and dental insurance

• Transportation allowance

• Extended maternity and paternity leave

• Childcare assistance

• Health and wellness: partnerships with Wellhub and Zenklub

• Education support

• Discounts on airline tickets

• Pet health insurance partnership

• Access to Arco educational materials for employees’ children

• Partnerships for MBA and postgraduate studies