Customer Experience Analyst – Junior

Afya

Júnior Customer Experience Analyst managing a portfolio of active clients at Afya. Engaging clients and providing operational support within the medical solutions sector in Brazil.

Posted 4/27/2026full-timeRio de Janeiro • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Manage a portfolio of active clients, conducting regular check-ins, status meetings, and follow-ups.
Ensure client engagement through adoption of the product’s key features.
Proactively identify and mitigate churn risks.
Identify expansion opportunities (upsell and cross-sell) and support negotiation processes.
Monitor portfolio metrics (health score, product usage, NPS, support tickets, delinquency, etc.) and propose action plans.
Record interactions, progress, and client status, keeping the CRM up to date.
Serve as the point of contact between clients and internal teams (Support, Product, and Sales).
Assist clients with operational and business inquiries, appropriately routing more complex requests.
Encourage use of scalable channels (documentation, support, and self-service), promoting client autonomy.

Requirements

What you’ll need

Bachelor’s degree in progress or completed in Business Administration, Marketing, Technology, or related fields.
Basic knowledge of tools such as Microsoft Office and CRM systems.
Strong verbal and written communication skills, with clarity and concision.
Organized and disciplined in managing routine tasks and multiple demands.
Ability to follow processes and playbooks.
Strong prioritization skills and a responsible approach to execution.
Basic analytical ability to interpret portfolio metrics.
Proactive with a problem-solving mindset.
Previous experience in customer service, support, or account/relationship management.
Experience working in high-volume environments.
Familiarity with tools such as HubSpot and Sensedata.

Benefits

Comp & perks

Meal allowance / meal voucher
Flexible working hours and location (for remote roles)
Transportation voucher (for hybrid or on-site roles)
Profit-sharing (PLR)
Multi-benefits: flexible benefit loaded onto a Flash Card for discretionary use
Gympass / Wellhub (fitness benefits)
Psicologia Viva (online platform for consultations with psychologists and nutritionists)
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 maternal and newborn health, with a network of accredited nurses
Partnership with the regional SESC (varied programming in education, health, culture, leisure, and social assistance)
Birthday day off (one paid day off to take on your birthday or during your birthday month)
Platform with various courses to develop your skills (UCA)
Language academy (AIA)
Leadership development program
Mentoring program for women at Afya (MMA)
Discounts on undergraduate and graduate courses at Afya educational units

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

portfolio managementclient engagementchurn risk mitigationupsellingcross-sellingportfolio metrics analysisCRM managementanalytical skillsproblem-solving

Soft Skills

verbal communicationwritten communicationorganizationdisciplineprioritizationexecution responsibilityproactivity