Fluency Academy

Customer Support

• Handle inbound and outbound student support across all communication channels (email, course platform, WhatsApp and chat), in writing or via video/phone calls as needed
• Provide student support following a culture of care, always emphasizing respect, empathy and assertiveness
• Manage each interaction end-to-end, from accurately filling in system information to resolving the case, and when necessary, escalate or forward the case appropriately to the responsible team
• Support pedagogical/student support requests referred by other teams
• Perform daily follow-ups on the cases you are responsible for
• Assist in maintaining the team’s performance indicators/KPIs
• Stay up to date on information relevant to the area, such as updates to study tools
• Attend team meetings and training sessions
• Review area reports when necessary
• Keep the team leader informed about critical cases
• Answer language-related questions using the necessary resources

Customer Service Assistant – TEMPORARY

Marketing

• Manage creators' workflows and deliverables, ensuring alignment with Fluency's social media strategy, brand awareness, and conversion goals.
• Set content briefs, approve content, and monitor performance, ensuring a consistent voice and strong connection with the audience.
• Support adaptation of formats (Reels, carousels, live streams, and Stories), optimizing content for the funnel and engagement targets.
• Monitor performance metrics, report results, and recommend course corrections for continuous improvement of deliverables.
• Plan and publish content (YouTube / Instagram / TikTok).
• Provide on-site support during live recordings and special projects.

Customer Service Assistant – TEMPORARY

Senior Creator Relations and Content Analyst