+A Educação

Customer Enablement Analyst

+A Educação

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Create and deliver enablement programs (30-60-90 day onboarding, refreshers, and role plays);
  • Monitor customer interactions and identify knowledge gaps;
  • Develop and maintain playbooks, scripts, and supporting materials;
  • Ensure dissemination and adherence to the knowledge base;
  • Keep performance support tools up to date (Bússola, checklists).
  • **__Knowledge Governance area:__**
  • Structure and maintain the organization’s single source of truth (taxonomy and versioning);
  • Conduct periodic audits of the knowledge base;
  • Orchestrate cross-functional collaboration;
  • Collect information from subject-matter experts and translate it for operations;
  • Define and maintain internal communication channels.

Requirements

  • Knowledge management and corporate knowledge base curation;
  • Instructional design and development of training paths;
  • Proficiency in SharePoint, Power Automate and corporate wikis;
  • Document management (taxonomy, versioning and auditing);
  • Analysis of training and quality KPIs;
  • Facilitation of in-person and remote training;
  • Experience with customer service and back-office processes;
  • Minimum 3 years of experience in training, quality or knowledge management in customer service/operations environments.
  • **__Preferred qualifications:__**
  • Experience in EdTech or B2B SaaS;
  • Knowledge of agile methodologies;
  • Experience with BI tools;
  • Additional experience in instructional design or knowledge management.
Benefits
  • Meal and food vouchers, and transportation allowance;
  • Medical and dental insurance with monthly premiums 100% paid by the company;
  • Childcare assistance for mothers;
  • Wellhub (Gympass): access to over 250 activity types at more than 50,000 gyms;
  • Performance Participation Program (PPR), aligned with achievement of targets and objectives;
  • Day off during your birthday month to celebrate with loved ones;
  • Education assistance for undergraduate, graduate and language courses, plus discounts at partner institutions.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
knowledge managementinstructional designtraining developmentdocument managementtaxonomyversioningauditinganalysis of KPIsfacilitationB2B SaaS
Soft Skills
cross-functional collaborationcommunicationcustomer serviceorganizational skillstranslation of information