Customer Care Specialist

Description

**Customer Care Specialist — Atlas (University Access)** ================================================= **HELLO STAR!!** ---------------- We are looking for the next Customer Care Specialist who wants to join a team that dreams of transforming how people learn. With 2026 approaching at Ucademy, we face enormous challenges—and we want you to be key in overcoming them! The education sector remains anchored in the past and is not leveraging technology’s power to maximize every student’s opportunities. That’s where we come in: a platform that adapts to the student and supports them all the way to securing their university placement. **WHO WE ARE** ----------------- We were founded in 2021 with a whiteboard and strong determination to reinvent traditional learning. Today we are \+140 people, three brands (Atlas, Polaris, and Explora FP), and have one clear mission: making our students’ journey simpler, shorter, and more enjoyable. That’s it. This role belongs to **Atlas**, our University Access unit. You will work directly with students experiencing one of the most important moments of their academic lives. **THIS WON’T BE AN ORDINARY JOB** ----------------------------- If you’re seeking a routine job where you think “I’m done for today” and boredom is your daily companion, this isn’t the place for you. If you love creating, proposing, making mistakes, improving, working intensely—and having fun—you’ll soar here. We don’t want someone who just “handles incidents.” We want you to be the absolute reference point for our students—from the moment they first join us until they celebrate securing their placement. You’ll accompany, guide, and bring clarity. **WHAT WE EXPECT FROM YOU** ----------------------- * University degree (ideally in Education, Psychology, Administration, or related fields). * 1\+ year of experience in customer service, student success, consulting, educational coaching, or similar roles. * Bonus if you’ve worked with high school students, university applicants, or within a university environment. * High-level English and Portuguese. If you also speak French or another language, please tell us—we value it highly. * Clear, empathetic communication with emotional intelligence to convey calm and manage difficult conversations. * Proactive, results-oriented mindset, with constant obsession over improving the student experience. * Familiarity with CRM systems and customer service tools. **YOUR MISSION** ------------- * Manage onboarding and ensure each student begins their academic journey with clarity and motivation. * Resolve questions or complex issues related to their studies. * Identify risks of dropout or demotivation and act proactively. * Serve as the bridge between students and the educational team to detect improvements and opportunities. * Track key metrics (NPS, CSAT, engagement, progress) and continuously propose improvements. * Be a key contributor to how we live excellence in the student experience. **Your first 90 days will look like this:** * Day 30: First onboarding sessions and NPS calls; ticket resolution with team support. * Day 60: Independent onboarding and NPS calls; independent ticket and cancellation resolution without support. * Day 90: Everything above \+ management of funnels, platform, and automations. **REQUIREMENTS** -------------- * Full-time availability, in-office mode in Madrid—we enjoy learning and connecting with the whole team. That said: you get remote days on Wednesdays, during summer, and over Christmas. * Here, “attitude is non-negotiable.” Proactivity is essential. * Motivation and positive energy must be part of your DNA. * You must come ready to enjoy, build, and adapt to daily changes (and chaos). **WHAT WE OFFER** -------------------- * Personal and professional development in an incredible environment. * Complete freedom to decide, voice opinions, and create. Together we define the *what*—you decide the *how*. * Private health insurance. * Access to Wellhub (gyms, classes, and wellness). * Compensation: €21,000 gross per year. * Remote days: Wednesdays, summer, and Christmas. * Team events, celebrations, and an amazing atmosphere. * Many more things only the team truly understands. We already want to meet you—do you? **Ciao Pescao**