[BR] App Operation Manager (Full-time, Remote)

[About the Role]

• As the Brazil App Operation Manager, you will be our on-the-ground champion for QANDA in Brazil. Your primary responsibility will be to manage overall app operations and deliver exceptional customer service to our Brazilian user base. This includes handling user inquiries in Portuguese, monitoring app performance, and providing local insights to our global headquarters. You will also be responsible for conducting market research, supporting various local initiatives, and coordinating with cross-functional teams to drive our growth strategy in Brazil.

Key Responsibilities

• 1. App Operations
• Oversee daily app-related activities, including updates, content management, and user engagement strategies
• Analyze user data and metrics to identify trends, troubleshoot issues, and propose improvements
• Coordinate with product and development teams to ensure local market considerations are integrated into the app


• 2. Customer Service
• Serve as the primary contact for Brazilian user inquiries (tickets, emails, reviews, and feedback)
• Address and resolve questions, complaints, and technical issues in a timely, professional manner
• Maintain positive customer relationships by delivering accurate, efficient, and friendly support
• Escalate complex issues to the Global Customer Service Lead or relevant teams when necessary


• 3. Market Research & Local Support
• Conduct research on local user behaviors, competitor activities, and education trends in Brazil
• Provide strategic recommendations to optimize user acquisition, retention, and overall customer satisfaction
• Collaborate with the HQ and local partners on marketing campaigns, partnerships, or events that drive user growth


• 4. Cross-Functional Collaboration
• Work closely with international teams (Product, Marketing, Operations, etc.) to align on KPIs and initiatives
• Facilitate effective communication between HQ and local stakeholders, ensuring that both sides remain informed of ongoing projects and issues
• Provide feedback on local operations to continuously improve the service


• 5. Other Duties as Assigned
• Handle any additional responsibilities in line with business needs (e.g., special projects, reporting, documentation)

[Requirements]

• Native-level fluency in Brazilian Portuguese (oral and written)
• Excellent command of English (oral and written) for communication with global teams
• Bachelor’s degree in communications, business, or a related field (or equivalent experience)
• 1–3 years of experience in customer service, community management, or app operation (education/tech industry preferred)
• Strong analytical skills with the ability to interpret data and make actionable recommendations
• Proficient in computer applications (e.g., Google Workspace). Familiarity with Zendesk or other CRM tools is a plus
• Ability to juggle multiple tasks, prioritize effectively, and thrive in a fast-paced, dynamic environment
• Passion for education and technology, with a drive to create impact in the Brazilian market

[Why Join QANDA?]

• High-growth Environment: Join a global team that is rapidly expanding into new markets and be at the forefront of shaping QANDA’s success in Brazil.
• Impactful Role: Play a pivotal role in enhancing the learning experience for millions of students, helping to shape the future of education.
• Global Exposure: Collaborate with talented professionals worldwide and gain international experience in the EdTech industry.
• Career Development: Enjoy the opportunity to grow quickly as QANDA scales, with the chance to take on greater responsibilities.