Hi! We are **EBAC Online**, and we’re always looking for new talent. This time, you could be the person to join our team! If you believe the future lies in technology and education, we’re aligned! EBAC Online can be an amazing place for you to work! We’re seeking a Retention Agent to directly shape the experience of our students/customers, focusing on understanding their needs, proposing solutions, and ensuring the best possible journey. This professional will be responsible for addressing cancellation and course switch requests, identifying opportunities for improvement, and ensuring every customer receives humane, transparent, and efficient service. **Responsibilities and duties** * Conduct inbound and outbound interactions with customers wishing to cancel or switch courses; * Investigate reasons for cancellation or course switches, analyze each case, and propose viable alternatives (plans, benefits, renegotiations, service adjustments); * Apply retention policies with clarity, empathy, and accountability; * Open cancellation tickets as instructed; * Identify patterns in requests and report insights to improve services, processes, and retention; * Escalate cases to other departments when necessary, following internal criteria and guidelines; * Ensure service quality and meet established retention targets; * Contribute to a collaborative environment focused on results and team engagement. **Requirements and qualifications** * Familiarity with technology (system operation, Office suite); * Strong verbal and written communication skills; * Teamwork orientation; * Agility; * Ability to meet deadlines and requirements; * Resilience; * Empathy; * Strong negotiation skills. **Additional information** **EBAC Online is one of the fastest-growing EdTechs in Brazil in recent years.** Our purpose is to provide access to exceptionally high-quality education at outstanding value, generating professional opportunities for as many people as possible. In 2021 and 2022, we were recognized as one of Latin America’s 100 most promising EdTechs!! We prioritize short courses, vocational training, specializations, and postgraduate programs in the market’s most in-demand career fields. With extensive expertise and focus on Programming and Data, Design, Audiovisual, Games, Marketing, Software, Business, and Fashion, we operate one of the country’s most innovative online course platforms. But **EBAC** is much more than education—our courses help people launch new careers and improve their lives. Education is the path, and we want to be the vehicle. **If you also love technology and education and believe in this mission, join us. We have a place for you to work and grow—in a way that is truly IN: Innovative, Inclusive, Incredible!** **+150** courses across diverse fields **+100,000** students enrolled in our online courses **04** markets of operation: Brazil, Mexico, Colombia, and Peru