Part-time Retention Manager (Brazil)

At TripleTen we are dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our program graduates have secured jobs at companies like Tesla Spotify PlayStation Google and Microsoft. Over 25000 students have already chosen TripleTen to transform their careers.

We are looking for a Customer Retention & Sales Specialist to join our growing Brazil team!

This is a key role that requires strong sales abilities emotional intelligence and the ability to retain students by guiding them through their challenges and highlighting the real value of continuing their education with us. The main function of this role is to work with all REFUNDS and DROP OUT cases (students who stopped paying but have not submitted any return request).

Please submit all resumes or CVs in English.

• Handle refund requests drop-out cases and objections with a solutions-oriented mindset.
• Proactively contact students who are considering dropping out or have financial/academic concerns following SLA standards.
• Consistently hit retention and communication KPIs.
• Understand each students situation identify their needs and present strong personalized arguments for continuing their educational journey.
• Work with CRM systems (HubSpot preferred) to log case details and follow up on each case promptly.
• Maintain high standards of communication (email phone text) to ensure an excellent student experience.
• Use your sales expertise to clearly communicate the long-term benefits of the program helping students see the return on their investment.
• Work with internal teams to propose flexible options when needed ensuring students can successfully complete their courses.
• Share feedback with the team to help improve processes and student satisfaction.
• Manage agreements and critical information exchange between retention and other departments.

• 100% remote collaboration.
• 300 USD gross per month monthly bonuses depending on KPI results.
• Part-time schedule 5/2.
• Professional development in the international team.
• A comfortable digital office. We use modern digital tools Slack Notion Zoom Hubspot HiBob to make collaborating together seamless.

Requirements:

• Experience in Retention
• Advanced level of Portuguese (C2).
• Advanced level of English (C1).
• Strong persuasion and negotiation skills; high emotional intelligence.
• Ability to handle objections effectively and turn challenges into opportunities.
• Highly organized proactive and comfortable working with CRM systems.
• A general understanding of the EdTech industry.
• Work experience in a help desk call center and/or professions related to customer service.