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Cogna Educação is a Brazilian education company operating across early childhood education, language learning, vocational training, and higher education. Its portfolio serves individuals, businesses, and government partners, combining education services with digital and e-commerce capabilities. With more than 24 million students served and a workforce of over 10,000 employees, Cogna focuses on expanding access to learning through scalable, efficient, and technology-enabled solutions. Its broad operating model may interest professionals exploring careers in education, technology, digital products, operations, and related business functions.
Junior Customer Service Analyst – Hybrid in Valinhos
Junior Customer Service Analyst supporting student requests, service metrics, and operational efficiency at Cogna Educação. The role contributes to issue resolution and process improvement within a major Brazilian education solutions company.
Description
- Track operational metrics to identify service deviations and process improvement opportunities
- Assist with demand analysis, ticket prioritization, and operational queue monitoring
- Support issue and incident resolution to improve the student experience
- Coordinate with internal teams on escalated requests and case closure
- Create operational reports and tracking tools to support team performance management
- Suggest process improvements that strengthen operational efficiency
Requirements
- Pursuing or holding a bachelor’s degree in Business Administration, Business Process Management, Sales Management, Customer Relationship Management, or a related discipline
- Prior experience in customer service, operations support, or administrative work is advantageous
- Intermediate Microsoft Office skills, particularly Excel
- Ability to analyze metrics and support operational decisions
- Clear and effective written and verbal communication
- Strong organizational skills, attention to detail, and priority management
- Proactive, collaborative, and results-focused approach
- Comfort working in a fast-paced setting with multiple concurrent demands
- Experience supporting student operations is advantageous
- Familiarity with SLA management and customer service metrics is advantageous
- Power BI knowledge is advantageous
- Experience with process analysis and continuous improvement is advantageous
Benefits
- Profit-sharing program
- Flexible meal or food allowance card
- Health insurance with dependent coverage and copayments
- Dental insurance
- Undergraduate and graduate scholarships for employees and dependents
- Paid birthday day off
- SESC membership
- Univers pharmacy discounts
- Corporate university offering free courses and learning paths
- Wellhub membership
- Ninho support program for families expecting a baby
- Valoriza internal mobility and recruitment program
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