Customer Support Analyst I, CSS, RCx

🕒 July 22

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 32%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Arco Educação

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤝 B2B

Education • B2B

Arco Educação é uma companhia brasileira focada em soluções educacionais para o ensino básico, desenvolvendo conteúdo, tecnologia e serviços para mais de 1. 3 milhões de alunos e mais de 5. 000 escolas privadas em todo o país, abrangendo desde a educação infantil até o ensino médio. O propósito da Arco é aliar educação de excelência e gestão eficiente.

📋 Description

• Provide support to partner schools and their financial contacts through multiple communication channels • Serve as the primary point of contact for institutions, building trusted relationships and aligning long-term expectations • Use active listening and critical thinking to resolve requests and handle complex cases • Ensure support interactions meet agreed quality standards and operational service-level agreements (SLAs) • Anticipate schools’ needs and identify feedback and continuous-improvement opportunities throughout the customer journey • Document and update interactions and account histories in internal systems, ensuring traceability and data quality

🎯 Requirements

• Previous experience in Customer Support, Customer Experience (CX), Customer Success (CS), or related areas, preferably supporting strategic accounts or B2B customers • Clear, empathetic, objective verbal and written communication appropriate for corporate and financial stakeholders • Experience with CX metrics such as TPR (Time to First Response) and CSAT (Customer Satisfaction Score) • Proficiency in Microsoft Office (Word, Excel, PowerPoint) • Analytical mindset, strong organizational skills, proactivity, attention to detail, and active listening • Preferred: experience with Zendesk or enterprise Helpdesk/CRM platforms • Preferred: experience in the education sector (EdTech companies/schools) or technology companies (SaaS/Fintech) • Preferred: experience supporting finance teams or financial contacts

🏖️ Benefits

• Flash meal and/or food allowance • SulAmérica health and dental insurance • Transportation allowance for on-site and hybrid positions • Extended maternity and paternity leave • Childcare assistance • Health and well-being support through Wellhub and Zenklub partnerships • Education assistance • Airline ticket discounts • Pet health insurance partnership • Access to Arco educational materials for employees’ children • Partnerships for MBA and postgraduate programs