Retention Analyst
Mate academy is an EdTech startup with a gamified, AI-powered LMS platform where people learn IT specialties.
🌎 We’ve successfully launched in Poland and Brazil, and we’re just getting started.
🤘 5500+ graduates have landed their first IT jobs after only 4 months of training.
We are looking for a Retention Analyst to join our Brazilian team.
Your mission will be to support an excellent student experience by helping learners overcome challenges, guiding them through sensitive situations, and ensuring their journey with Mate stays smooth and positive.
You will play a key role in building and keeping strong student trust, helping them launch successful careers in IT.
Your skills:
2+ years of experience working in customer-facing environments (Customer Service, Customer Support, Retention, Client Relations, Escalations, Refunds). We’re not looking for someone with a long track record. What matters is your interest in growing with us.
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.
Your tasks will be:
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.
We offer:
Cool mission to train 1M tech professionals around the globe
Freedom to make own decisions and influence the business
Full-time service engagement / B2B contract
Apple equipment for your comfortable work
Your team
You will collaborate closely with Educational Product Managers in Brazil and Ukraine, learning best practices from highly skilled specialists who are always ready to mentor, share expertise, and support you at every step.
Our process:
Test assignment
Talent acquisition + Tech screen - 1,5 hours (Matie and Uliana)
Final meet with team lead - 1,5 hours (Anastasiia and Matie)
Does this offer match your career goals? Then let's get acquainted!
- Department
- Delivery
- Remote status
- Fully Remote
