ABOUT THE COMPANY

Fidu is a venture-backed tech company that helps hundreds of private schools worldwide improve family satisfaction, increase retention, and boost enrollment.

REQUIREMENTS

- Bachelor’s degree or equivalent *
- 1 year of experience in customer support, account management, or a similar customer-facing role *
- Intermediate English *
- Excellent communication and writing skills
- Strong problem-solving and troubleshooting skills
- Experience using support platforms like Intercom or similar tools

RESPONSABILITIES

- Assist the school community (administrators, educators, and families) via chat and ticketing systems.
- Ensure fast and high-quality resolutions while maintaining a great CSAT (Customer Satisfaction Score).
- Identify and report platform bugs or inefficiencies that impact the user experience.
- Gather and escalate customer feedback to drive continuous improvement.
- Collaborate with internal teams to enhance support efficiency and platform usability.

ROLE DESCRIPTION

This is a full-time hybrid role located in Buenos Aires for a Support Analyst at Fidu. The Support Analyst will play a key role in ensuring a seamless experience for the school community, providing efficient and empathetic support while helping improve the platform. Performance is measured through CSAT (Customer Satisfaction Score), response time, and resolution efficiency.


*Mandatory requirement