Fluency Academy

Customer Service Assistant – TEMPORARY

Fluency Academy

contract

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • 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

Requirements

  • Customer service experience
  • Experience in retention
  • Availability to accept a 3-month temporary contract
  • Experience working in a startup
  • Experience with support systems (Salesforce, Omnichat, Octadesk)
  • Language knowledge/skills
Benefits
  • 🏡 Remote work: we provide full support for onboarding and active participation with the team
  • 🍔 Meal Voucher (Caju) - R$ 27.00 (with 10% payroll deduction)
  • 🎭 Culture Voucher of R$ 50.00 for cinema, events, books and streaming subscriptions
  • 🩺 Unimed Health Plan: no fixed monthly cost for the employee and 30% co-payment with a cap of R$ 159.00 – inclusion of dependents is the responsibility of the employee
  • 🦷 AMIL Dental Plan at no cost; dependents may be added for R$ 19.55 each, charged to the employee
  • 💰 Referral bonus: R$ 500.00
  • 🧘🏿‍♀️ Zenklub: two free sessions per month and additional sessions at R$ 70.00 each
  • 💆‍♀️ PsiU – Psychotherapy at a fixed rate of R$ 75.00
  • 🏋🏿‍♀️ Wellhub (Gympass): digital plan (no cost), plus access to around 10 other plans and variations
  • 🗽 Fluency SkillUp: choose one of our language or technology courses to study for free
  • 💵 Finance course “Me Poupe” by Nathalia Arcuri, featuring exclusive content to teach financial strategies
  • 🤖 Access to the Gen-AI Course (developed exclusively for Fluency employees so they can master AI tools and make their daily work more efficient)
  • 🥳 Day off on your birthday
  • 💻 We provide all necessary support and ship equipment so you can perform your duties efficiently and comfortably
  • ✨ Relaxed work environment with a strong team spirit and talented people
  • 💡 Autonomy to work, develop and implement ideas
  • 🧮 A culture that values continuous development through an Individual Development Plan (IDP), feedback, 1:1s and regular reviews
  • 📝 Opportunity to participate in internal Mentorship Programs and Fluency product beta cohorts
  • 👶 Baby gift: present for newborns
  • 👚 No dress code: the most important thing is to wear what makes you feel good.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceretentionsupport systems
Soft Skills
empathyassertivenesscommunicationproblem-solvingteam collaboration