Retention Analyst

🕒 il y a 2 mois

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Trouver des Emplois à Distance Similaires

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Mate academy

Site WebLinkedInTous les Emplois

51 - 200 employés

📚 Éducation

👥 B2C

Education • B2C

Mate academy est un fournisseur de formation technologique axé sur l'aide aux personnes pour démarrer des carrières dans le domaine de la technologie grâce à des formations, des cours et un soutien professionnel. Le contenu du site et les fonctionnalités axées sur la carrière (connexions pour les candidats et les employés, messages de recrutement) indiquent l'accent mis par l'entreprise sur l'éducation et le placement professionnel pour les personnes cherchant des rôles technologiques. Le site utilise également des pratiques standard de cookies et d'analyse.

Description

• 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

🎯 Exigences

• 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.

🏖️ Avantages

• Freedom to make own decisions and influence the business • Apple equipment for your comfortable work