Customer Success Specialist - Educational Programs

About Grupo Fênix

Grupo Fênix is a well-established Direct Response company operating internationally within the nutraceutical sector, primarily focusing on English-speaking markets. With a team of more than 60 professionals, the company thrives on performance-driven strategies, data-driven decisions, and aggressive scaling, generating revenues in the multi eight-figure range through continuous testing, validation, and optimization.

In recent years, Grupo Fênix has expanded into the education sector by developing training programs, mentorships, and communities aimed at cultivating high-performance professionals. The company culture values ownership mentality, competitive spirit, eagerness to learn, and a genuine desire to create impact. Employees are expected to take responsibility, work swiftly, collaborate effectively, and transform challenges into growth opportunities. Excellence and continuous improvement are fundamental to their environment.

About the Role

We are seeking a Customer Success Specialist focused on education to manage student relationships and ensure outstanding experiences throughout program participation. Responsibilities include onboarding new students, providing daily support, encouraging community engagement, monitoring operational metrics, and helping every student achieve their best outcomes.

This role requires more than just answering inquiries; it demands genuine care for student experience, organization, proactivity, and the ability to build trustworthy relationships. Your contribution will be key to strengthening our community, increasing engagement, and supporting student success.

Key Responsibilities

• Deliver daily support to students via official company communication channels.
• Track and ensure timely resolution of student issues with clear, prompt, and empathetic communication.
• Lead the onboarding process by assisting access, initial guidance, and adapting students to programs.
• Motivate student participation within communities, mentorship sessions, and educational activities.
• Monitor key indicators related to experience, engagement, and satisfaction of students.
• Document support interactions and track occurrences to facilitate ongoing operational improvements.
• Organize educational area materials, documentation, and internal processes.
• Identify enhancement opportunities in the student journey and propose effective solutions.
• Support the educational leadership team in organizing strategic initiatives and activities.

Qualifications & Skills

• Prior experience in Customer Success, Customer Service, Client Relationship, or Support roles.
• Strong written and verbal communication skills.
• Excellent organizational capabilities and ability to handle multiple simultaneous tasks.
• Proactive mindset focused on problem-solving.
• Team player with collaborative spirit.
• Analytical skills to interpret performance indicators and find improvement areas.
• Proficiency with Google Workspace or Microsoft Office suites.
• Intermediate English skills are an advantage.

Preferred Experience

• Background in educational companies, digital products, mentorships, or online communities.
• Familiarity with course and community platforms such as Hotmart, Kiwify, Eduzz, Discord, Circle, Skool.
• Experience in retention, engagement, or student success domains.
• Knowledge of Excel or Google Sheets.
• Exposure to digital marketing or Direct Response operations.

Ideal Candidate Profile

• Excellent communicator and empathetic towards student needs.
• Highly organized with attention to detail.
• Enjoys building relationships and taking ownership.
• Proactive and continuously seeks improvements.
• Capable of managing multiple priorities without sacrificing quality.
• Quick learner committed to continuous development and achieving results.

Benefits and Work Environment

• Fully remote work (100% home office).
• Performance and results-based commission program.
• Participation in a large international Direct Response and Education operation.
• Clear paths for professional growth and continuous learning.
• Direct involvement in developing and scaling educational programs.
• High-performance, meritocratic, and results-oriented culture.
• Daily access to market-leading content, strategies, and experts in digital marketing.
• Autonomy to propose enhancements and create meaningful student impact.
• Collaborative culture with ongoing learning and close interaction across Marketing, Product, Operations, Copywriting, Performance, and Education teams.