Afya

Junior CX Analyst

Afya

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Junior

About the role

  • Handle inbound and outbound support interactions via the internal platform, using tools such as Salesforce and WhatsApp, with a focus on resolving Level 2 (N2) support requests;
  • Act as a subject-matter expert on campaigns, policies and business rules, answering questions and resolving issues related to campaigns, benefits, workflows and platform features;
  • Analyze more complex cases, investigate root causes and ensure efficient problem resolution;
  • Interface with partner teams such as Marketing, Sales, Technology and Product, reporting inconsistencies, systemic issues and opportunities for improvement;
  • Log, organize and track students' suggestions, compliments, complaints and reported errors;
  • Contribute to the continuous improvement of support processes and the student experience, understanding how support directly impacts the study journey at Medcel.

Requirements

  • Bachelor's degree completed or in progress;
  • Experience with tools such as Salesforce, GoTo, RM, and others is desirable;
  • Intermediate proficiency with Microsoft Office;
  • Technical knowledge in support management and customer service (Level 2/N2);
  • Ability to work with data and generate actionable insights;
  • Proactive in backlog management and prioritization of requests;
  • Strong communication skills and ability to collaborate with cross-functional teams (Product, Technology, Marketing and Sales);
  • Experience identifying and reporting product improvements;
  • Organized information flow and experience preparing reports for leadership;
  • Availability for a temporary contract through 08/2026.
Benefits
  • Meal allowance / meal voucher;
  • Flexible hours and assignments (for remote positions);
  • Transportation voucher (for hybrid or on-site positions);
  • Profit-sharing (PLR);
  • Tech Coins for specific positions (credits via Flash Card to use as you wish).
  • Gympass / Wellhub;
  • Psicologia Viva (online platform for psychological and nutritional consultations);
  • Health and dental insurance;
  • Life insurance;
  • Extended parental leave (up to 6 months for mothers and 20 days for fathers);
  • Rede D'Ór: support and important information for mother and baby health, with a network of accredited nurses;
  • Partnership with the SESC in your region (varied programming in education, health, culture, leisure and social services);
  • Birthday day off (one day off to take on your birthday or during your birthday month).
  • Platform with various courses to enhance your skills (UCA);
  • Language academy (AIA);
  • Leadership development program;
  • Mentoring program for Women at Afya (MMA);
  • Discounts on undergraduate and graduate courses at Afya's educational units.

Applicant Tracking System Keywords

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

Hard skills
support managementcustomer servicedata analysisproblem resolutionreport preparationbacklog managementactionable insightsLevel 2 supportintermediate Microsoft Office proficiency
Soft skills
strong communicationcollaborationproactiveorganizational skills
Certifications
Bachelor's degree