The Learner Experience Representative will work to motivate and engage Voxy’s Learners throughout their course experience.This is an entry level position that reports to the Learner Experience Lead, and together, they will find ways to provide effective, high quality support for all of Voxy’s Learners. 

Responsibilities:

  • Provide support and encourage learners throughout their experience
  • Share advice and tips to help learners reach their goals
  • Encourage learners to participate and to submit their ideas/feedback
  • Manage large amounts of incoming emails, live chats, WhatsApp and phone calls
  • Identify and assess learners’ needs (technical, pedagogical, and motivational, in nature)
  • Correctly tag customer interactions
  • Receive complaints and provide appropriate solutions and alternatives within time limits
  • Interact with internal teams, specially Product and Customer Success in order to solve learners' issues and questions
  • Analyse most frequently requests received, propose action plans
  • Join designated projects related with learner experience

Requirements:

  • Well-versed in customer service tools, with a track record of effectively and efficiently responding to various forms of support requests, including email, live chat, WhatsApp and phone calls.
  • A people-person that can exercise diplomacy, tact, and grace under pressure when working through learner issues
  • Strong verbal and written communication skills, with expertise in writing concisely
  • Demonstrated ability to multi-task while maintaining a strong attention to detail
  • Must be patient, amiable, confident and a good listener
  • Have a passion for language-learning (to empathize with our learners!)
  • Able to work 40 hours per week with a shift from 9AM – 6PM along with availability to work flexible hours and weekends on occasion
  • Proficiency in Portuguese, English and Spanish

Preferred Qualifications:

  • Experience working with Zendesk
  • Interest in English language learning or in education-related fields
  • Experience working remotely (if applicable)

In addition to a rewarding job that that will directly impact how millions of students learn English, working here, you’ll enjoy a:

  • Competitive salary (base/bonus)
  • Great benefits: free food & drinks at the office, medical, mobile service reimbursement and free on-site language classes
  • Ongoing professional development and reimbursement for attendance at industry or professional conferences!
  • Incredible team of super bright, creative, talented and passionate individuals
  • Work with the international team based in New York
  • Great office location at the new WeWork Rua Butantã, 194 - Pinheiros

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