Customer Support Assistant

Customer Enablement Assistant

About Us

Oxford University Press (OUP), a department of the University of Oxford, has supported education and research for over 500 years. From children taking their first steps in learning to educators and institutions delivering high‑impact education, our mission is to create the highest quality educational and research resources and make them available worldwide.

Our English Language Teaching (ELT) business in Brazil continues to grow, and we are now looking for a Customer Enablement Assistant to join our team.

About the Role

This is an excellent opportunity for a service‑oriented and well‑organised professional to support the delivery, adoption and ongoing success of OUP’s integrated learning and assessment solutions in Brazil.

The Customer Enablement Assistant plays a key role in enhancing the customer experience by coordinating operational activities, maintaining accurate service and performance records, and providing timely support to schools and internal teams. The role combines customer support, operational coordination, digital enablement and communication, working closely with Sales, Marketing, Editorial, Compliance and Customer Support teams.

Key Responsibilities

• Support the delivery of OUP’s learning and assessment solutions, ensuring services are completed accurately and on time
• Maintain up‑to‑date data, trackers, dashboards and documentation to monitor service delivery and adoption
• Prepare and process contracts and administrative documentation using standard workflows and approval processes
• Provide first‑level support to schools and internal teams on digital tools, learning solutions and assessment services
• Resolve operational requests related to deliveries, certificates, welcome kits and service materials
• Deliver basic tutorials and demonstrations to support customer enablement and digital adoption
• Capture customer feedback and contribute to continuous improvement and NPS‑related initiatives
• Coordinate logistics for materials, kits and events, and support UK Editorial Visits
• Communicate proactively with schools and collaborate closely with cross‑functional teams to ensure smooth service delivery
• Identify risks, prioritise tasks and propose operational improvements

About You

We are looking for a proactive, collaborative professional with strong organisational skills and a genuine interest in supporting customers and educators.

Essential skills and experience:

• Bachelor’s degree in Administration, Education, Business, Communications or a related field (or equivalent experience)
• Strong organisational skills, attention to detail and ability to manage multiple priorities
• Knowledge of customer support processes and digital platforms
• Confidence delivering basic tutorials or demonstrations to customers
• Ability to analyse data and maintain accurate operational records
• Proactive problem‑solving mindset and ability to follow structured processes
• Strong collaboration skills and ability to work with cross‑functional teams
• Clear and effective written and verbal communication skills in Portuguese

Desirable:

• Experience with educational technology, learning solutions or assessment services
• Familiarity with CRM systems, ticketing tools or analytics dashboards
• Understanding of basic contracting or administrative processes
• Experience supporting customers in a B2B or school‑facing environment
• English language proficiency at B1+ level

Why Join Oxford University Press?

At OUP, you will be part of a purpose‑driven organisation with global reach and local impact. We offer a collaborative environment, opportunities to learn and develop, and the chance to contribute directly to meaningful learning experiences for schools and educators.

GJC Level: S4 (for internal purposes only)