Retention Specialist

Descripción del puesto:

Description
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TripleTen is an EdTech company that designs and runs tech career learning programs for the US and Latin American markets. We've been doing it for over five years, teaching complete beginners - people with no prior tech background - through cohort-based programs built on our own platform and curriculum, developed in partnership with Nebius AI. Our team is fully remote and globally distributed, and we serve a large, active student base across both regions.

We are looking for a Student Retention Specialist to support students in their learning journey and help them stay committed to their educational goals.

This role is responsible for driving student engagement, retention, and overall satisfaction by building meaningful relationships, identifying potential challenges, and providing proactive support. You will work closely with students to help them stay motivated, overcome obstacles, and successfully achieve their educational goals.

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* Engage with students through retention-focused calls and chats, addressing refund and cancellation requests with empathy and professionalism.
* Identify the underlying reasons behind student dissatisfaction and provide personalized solutions to improve their experience and commitment.
* Manage renewal and recurring payment conversations, proactively reaching out to students before their current term ends to support extensions and continued enrollment.
* Consistently meet or exceed weekly retention (save rate) and renewal performance goals.
* Maintain accurate and detailed records of all student interactions within CRM systems.
* Participate in call reviews, coaching sessions, and continuous development initiatives to enhance performance and student outcomes.
What you will do
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* 1+ years of experience in Retention, Customer Success, Sales, or another customer-facing role.
* Fluent English communication skills, both written and verbal, as you'll be supporting English-speaking students.
* Strong empathy, active listening, and relationship-building skills, with a genuine desire to help others succeed.
* Comfortable working in a target-driven environment and meeting performance goals.
* Resilient, adaptable, and able to remain calm and solution-oriented during challenging conversations.
* Experience using CRM platforms to manage customer interactions and maintain accurate records.

Requirements
What we can offer you

* Clear performance expectations, fast feedback loops, and full ownership of your work and results.
* Join a mission-driven company helping thousands of people transform their careers through education and technology.
* A fast-paced environment built on accountability, ownership, and impact-without unnecessary bureaucracy.
* Enjoy the flexibility of working remotely with a high level of autonomy, trust, and minimal micromanagement.
* Collaborate with talented professionals from diverse backgrounds across tech, ed-tech, and other industries.
* Work with platforms like Notion, Miro, Google Workspace, and other digital tools that enable seamless collaboration.
* Your work will directly contribute to improving student retention, engagement, and long-term success.

Compensation & Schedule
* Compensation: Fixed monthly salary + performance-based bonus per month.
* Schedule: Monday to Friday.
* Working Hours: Approximately 3:00 PM - 12:00 AM CET (8:00 AM - 5:00 PM Colombia time).
* Work Arrangement: Fully remote.
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