Mate academy

Retention Analyst

Mate academy

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Handle sensitive or complex student inquiries, including cancellations, and offer tailored solutions to support retention
  • Follow up with students after cancellation to understand motivations and identify trends for improvement
  • Monitor and respond on Reclame Aqui, coordinating internal steps and ensuring brand-aligned communication
  • Collaborate with Finance, Support, Mentors, and Product teams to resolve cases efficiently
  • Analyze recurring issues, suggest process improvements, and maintain accurate records in CRM and internal tools

Requirements

  • 2+ years of experience working in customer-facing environments (Customer Service, Customer Support, Retention, Client Relations, Escalations, Refunds)
  • Strong communication: being empathetic, clear, and confident, across emails, calls, and public platforms such as Reclame Aqui
  • Emotional intelligence: staying calm under pressure, actively listening, and navigating difficult conversations with a human-centered approach
  • Problem-solving & critical thinking: understanding the root cause of concerns, connecting information quickly, and offering realistic, effective solutions
  • Negotiation skills: helping students explore alternatives, reducing frustration, and encouraging them to continue their learning journey
  • Organization & process discipline: managing timelines, maintaining structured documentation, and collaborating smoothly across multiple teams (Finance, Support, Mentors, Product)
  • Proactivity & ownership, anticipating student needs, acting early to prevent issues, and independently driving solutions
  • Basic data & tools literacy: comfortable using CRM systems, spreadsheets, and interpreting simple performance indicators
  • Conflict resolution & professionalism: able to remain respectful and constructive when interacting with dissatisfied students, protecting the overall student experience and brand tone
  • English: B2+ , as you’ll collaborate with teams from Europe, while communicating with students and market players in Portuguese.
Benefits
  • Freedom to make own decisions and influence the business
  • Apple equipment for your comfortable work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecustomer supportretentionclient relationsescalationsrefundsCRM systemsspreadsheetsperformance indicators
Soft Skills
communicationemotional intelligenceproblem-solvingcritical thinkingnegotiationorganizationprocess disciplineproactivityownershipconflict resolution