As a part of the Voxy’s Learner Success Team, the Learner Success Agent will be responsible for supporting the needs of our learners to ensure that they stay motivated and engaged throughout their course experience. In the interactions with students, agents

are supportive and encouraging throughout the learning process, are patient, amiable, and good listeners, engage them to participate and submit their ideas/feedback, and are confident and proactive but not pushy. The agent will report to the Learner Engagement & Assessment Manager, and together they will find ways to provide effective, better quality support for all our learners. The agent should be 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, and phone calls.

Responsibilities:

Manage large amounts of incoming emails, live chats, and phone calls Identify and assess learners’ needs (technical, pedagogical, and motivational, in nature) Correctly tag customer interactions Provide accurate, valid, and complete information by using the right methods/tools Handle complaints and provide appropriate solutions and alternatives within time limits Follow up to ensure resolution Qualifications:

2+ years experience as a customer support agent Proficiency in Portuguese People person who exercises diplomacy, tact, and grace under pressure when working through customer issues Strong verbal and written communication skills, with a particular expertise in writing simply and concisely Has a passion for language-learning (to empathize with our learners!) Proficiency in Spanish a plus Experience working in a growing business environment a plus Familiarity with Zendesk is a plus Please submit a resume and cover letter in English to be considered for this position.

This is a remote, part-time position with the potential to build to full-time.