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🗨️Student Advocate

Platzi

Platzi

Legal
Posted on Tuesday, May 21, 2024
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Student Advocate

Who we are

Platzi is the leader in online education in Latin America, and the Spanish-speaking world in general. We are the pre-eminent provider of non-traditional, at scale education and training for companies and individuals in areas such as AI, Cybersecurity, English, Technology and Leadership. Platzi serves the needs of over 5 million students and more than 1,000 corporate clients.
Platzi is the essential learning platform for companies and employees alike. As an industry leader, our presence is highlighted by extensive press coverage and major industry events. While we operate remotely, we value in-person interactions and believe that meeting with customers is key to our success.
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Please, be sure to read https://platzi.com/notrabajar to find why you should not work with us 😉 yes, read it before applying, also read https://platzi.com/cultura as a foundational document for our team.

What we’re looking for

At Student Success Team, we make sure that our students achieve their goals while studying at Platzi. We do this by providing support with issues that might occur through their experience within the platform, proactively understanding their experience to catch improvement opportunities, and by sharing information with internal stakeholders.
The Student Advocate is a key member of the Platzi team that works in cross-colaboration with different core teams at Platzi (Product, Marketing, Sales, Education). Your main role is precisely to advocate for the student success by supporting resolution of inconveniences reported through different communication channels, understanding our students, and communicating valuable information to the teams mentioned. Would you like to be part of the challenge? Read through and apply!

Who you are

At least 2 years of professional experience in a formal company. At least 6 months in roles where you had direct contact with customers are desirable.
B1 English level or higher is required (See here what a B1 or higher should be able to do).
Demonstrated knowledge in data exploration and analysis using any tools like Excel, Power BI, Tableau, or similar.
Excellent written grammar in Spanish.
Familiarity with help desk software and remote support tools.
Excellent problem-solving skills, especially in challenging scenarios like tough conversations with customers. This is part of our day-to-day role as Student Advocates.
Strong written/spoken presentation and communication skills.
Curiosity and attention to detail looking to improve internal processes.
Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, Notion and other basic internet technologies.
Full-time availability and flexibility.
It is a big plus if you:
Have background in software, education, business, or service knowledge areas.
Have past experience in working at Startups, preferably in the EdTech industry.
Study at Platzi!

What you’ll be doing

Resolve questions, support in difficulties, and advice our students or potential students through different communication channels such as chat, email, and social media.
Analyze and report product issues or opportunities for improvement, either by receiving student’s reports or proactive testing.
Update our knowledge bases with up to date procedures, information about issues/solutions, or relevant knowledge to improve the effectiveness of the team.
Gather student’s feedback, analyze it and share it as actionable information to our Product, Sales and/or Marketing teams.
Once you gain experience in the role, you will also be responsible of training new Student Advocates.
Achieve KPIs targets. Our service KPIs are categorized as satisfaction, response times, and productivity.
Create, execute/participate, and measure initiatives that enhances Student Success Team impact within Platzi, and our student’s experience.
Assist in achieving OKR goals of Student Success Team.