Auxiliar de Atendimento aos Cursistas

Accountabilities: Provide active and inbound support to postgraduate and extension students by phone, digital channels, and question groups, addressing operational questions, course progress, and platform usage. Conduct support sessions and monitor synchronous activities such as panels, mentoring sessions, and YouTube or Teams broadcasts, including checking and monitoring class links. Proactively contact students considered at higher risk of withdrawal, providing guidance, relationship support, and appropriate solutions focused on retention. Receive, analyze, and process requests for academic documents, including enrollment and attendance statements. Open and manage requests related to certificates, certificate reissuance, class changes, enrollment cancellations, and student status changes. Perform back-office activities, including validating absence justifications and submitting student documentation through internal systems. Identify graduating students with outstanding documentation and contact them to support the regularization process. Work collaboratively with other departments to resolve exceptional cases and specific requests, directing academic matters to the appropriate coordination team. Stay up to date with procedures and policies, identifying opportunities to improve service quality, reduce dissatisfaction, and enhance the overall student experience. Requirements High school diploma completed, or currently pursuing a degree or technical program in Administration, Marketing, or a related field. Previous experience providing student or educational customer support. Intermediate proficiency with Microsoft Office or equivalent productivity tools. Strong communication skills and a customer-oriented approach. Ability to listen carefully, understand student needs, and provide clear and practical solutions. Organization and attention to detail when handling academic records, documentation, and administrative processes. Ability to manage multiple requests and recurring operational activities with accuracy. Proactive attitude, problem-solving mindset, and willingness to identify opportunities for process improvement. Ability to collaborate effectively with different internal teams and escalate specialized or academic matters appropriately. Candidates must reside in São Paulo, Brazil. Benefits Permanent employment under the Brazilian CLT regime, with a 44-hour workweek. Fully remote work arrangement. Education assistance, including up to two study scholarships within the organization's education ecosystem for undergraduate and/or postgraduate programs. Medical and dental insurance. Meal and food allowance. Life insurance. Transportation allowance. Childcare assistance for eligible employees, according to the applicable collective bargaining agreement. Monthly home-office allowance. Ergonomic support allowance to help structure the home working environment. Gym membership benefits and SESC membership. Day off on your birthday and half-day off on your children's birthdays. Recognition vouchers for important personal milestones such as marriage, the birth of a child, or completion of a new qualification.