Description
TripleTen is an internationally recognized tech school on a mission to help people build successful careers in technology, regardless of their starting point. As we continue to grow in Brazil, we’re looking for talented people who want to make a real impact in students’ lives while working in a global, innovative, and fast-paced environment.
As a Student Success Manager, you’ll play a key role in this mission by supporting students throughout their learning journey. You’ll help keep them engaged, progressing academically, and connected to the support they need, while contributing to retention and an overall positive student experience. This is a hands-on role for someone who enjoys working closely with people, solving problems, and helping students stay on track toward their goals.
What you will do
- Manage and support Brazilian student cohorts throughout the full learning journey.
- Monitor student engagement, academic progress, graduation indicators, and churn risks.
- Proactively identify at-risk students and develop retention and recovery plans.
- Conduct 1:1 student support and provide guidance regarding study plans, deadlines, pauses, cohort changes, and other academic matters.
- Handle complex student cases, escalations, complaints, and retention situations with an empathetic and solution-oriented approach.
- Collaborate with tutors, instructors, onboarding, retention, finance, support, and other internal teams to resolve student issues.
- Coordinate cohort operations, including deadlines, communications, webinars, academic events, and student follow-ups.
- Track and analyze Student Experience KPIs such as graduation, churn, active students, engagement, and retention.
- Use CRM, ticketing, reporting, and internal systems to document cases, monitor student status, and support data-driven decisions.
- Identify recurring student issues and propose improvements to processes, communication, and the overall student experience.
Requirements
- Native or fluent Portuguese.
- English B2+ (not mandatory)
- Strong communication, organization, and problem-solving skills.
- Experience in customer success, student success, customer experience, account management, education, or a related field.
- Ability to manage multiple students and cases simultaneously while maintaining a high level of service.
- Comfortable working with KPIs, CRM systems, spreadsheets, and operational data.
- Empathy, ownership, and ability to handle sensitive or challenging customer situations.
What we can offer you
- USD 800/month base salary
- Fully remote work, with the flexibility to work from wherever you are
- Annual performance bonus linked to student success, including graduation, retention, and program progression
- Paid time off and national holidays
- Meaningful impact: help students stay engaged, make progress, and reach their career goals
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