Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English, Portuguese

Hard Skills

Performance Management Customer Retention Customer Relationship Management Cross-Functional Collaboration Escalation Management Cash Register Customer Analysis Conflict Resolution Outcome Interpretation Stakeholder Communications Client Services Issue Management Internal Documentation Process Improvement Online Communication Process Management Property Ownership Organizational Structure Telephony

Other Skills

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Spreadsheets
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Record Keeping
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Negotiation
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Time Management
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Customer Service
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Calmness Under Pressure
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Professionalism
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Communication
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Active Listening
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Teamwork
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Critical Thinking
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Proactivity
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Self-Confidence
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Empathy
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Emotional Intelligence
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Problem Solving

Mate academy

Education

About Mate academy

We're Mate аcademy, a product EdTech startup with a mission to help 1 million people worldwide build their careers in IT. Our team challenges educational processes in Ukraine and the world, changing the pattern that obtaining an IT profession from scratch is nearly impossible 🏆 Our product's a technological, gamified, AI-friendly LMS platform where students learn IT specialties Mate's uniqueness lies in free education leading to employment. Students pay 12% of their salary for 3 years only after getting a job. That's why our educational program prepares students to meet the needs & requirements of the job market. 90% of those who complete our training land jobs in IT. Currently, Mate's graduates constitute 1% of IT specialists in Ukraine 🥇 Achievements: Employed over 3000+ students Successfully launched our business in Poland in 2022 & have plans to expand to other countries Recognized as a "Rising Star" in Europe by Atomico, Google for Startups, & Dealroom.co Received a monetary reward from Google 2022 Growing at a rate of 2.5-3 times annually 📍 We have our startup studio where employees can launch their own technological product ideas. One such project's the Cusbo messenger 🤹‍♀️ Our team consists of 140+ mates & continues to grow. We seek exciting challenges and work by the principle of getting things done. We're driven by changing people's lives, & helping them acquire new professions. Hiring A-players is our focus 🎸 Our culture: "no bullshit" with 4 values: Act in the best interests of Mate, Full responsibility, Be humble, Be hungry A culture of feedback, transparent communication, & processes are important to us. We avoid micromanagement and instead prioritize trust and awareness of owning one's goals ⭐ Founders: Roman Apostol was a team lead at Google & co-founder of the Preply Anna Apostol is listed among Forbes' 25 Women in IT Max Lysak - co-founder of the Lviv business incubator Startup Depot & the Lviv IT Arena conference.

Company type: Scaleup

Industry: Education

Founded: 2018

Company size: 51 - 200

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Job description

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: