Retention Specialist - Sofia, Plovdiv, Varna

A bit about us

Ucha.se and eduboom are on a mission to help students learn with confidence. We build lessons that are clear, engaging, and genuinely useful - the kind a student actually finishes.

We started in Bulgaria and now work across Romania, Italy, Poland, and Spain, with more markets on the way. We've grown quickly, but we've stayed close as a team: we help each other out, we share the wins and the difficult weeks, and we rely on constant communication in order to improve ourselves.

We're reorganizing our Customer Success team into three specialized units, and this is one of the new roles. It's a role built entirely around conversations. You'll spend most of your day on the phone, and the people who do well here are the ones who look forward to that.

The nice part: you're calling people who already chose us once. You're there to ask how it's going, find out what got in the way, and where it makes sense, help them stay.

Join us in building the future of education!

What you'll be doing?

Spotting who needs a nudge:

• Keep an eye on the customers that have gone quiet and get in touch early, long before it turns into a cancellation;
• Help people build the habit of using the platform. A well timed call at the right moment is often all it takes;
• Talk to the ones who stopped early, find out what put them off, and bring that straight back to the product team.

Keeping customers with us:

• Reach out before a subscription expires, while there's still time for a real conversation;
• Walk people through their options - including moving from monthly payments to an annual plan when it genuinely saves them money.

Following through, every time:

• Make sure everyone assigned to you hears from you before their subscription runs out;
• If someone doesn't answer, try again on later or switch up your approach by using a new method. An unanswered call is the start of the case, not the end of it;
• Keep every open case moving with a clear next step and a date. Nothing sits untouched.

What we're looking for?

We're looking for great communicators. If you're the person who'd rather pick up the phone than send another email, keep reading.

You'll need:

• To genuinely enjoy talking to people. Conversation is the job itself, and the people who thrive here are the ones it energizes;
• Experience in a role where you were on the phone every day: retention, customer service, account management, collections, sales or contact center;
• To be comfortable calling people who weren't expecting you, and the judgement to know when not to push;
• Comfort with clear targets, so you always know where you stand;
• A warm, natural way of speaking. We don't use scripts and we'd much rather you sounded like yourself;
• Fluent Bulgarian and conversational English;
• Enough curiosity to turn "why are you leaving?" into something we can act on.

Nice to have:

• Experience in a subscription or recurring-revenue business;
• Experience with a CRM (we use HubSpot).

You don't need to know the education market. We'll teach you the product.

Why you'll like it here?

• You're calling people who already know us and already chose us once;
• Live KPIs on a shared dashboard, so you always know where you stand rather than finding out at review time;
• Clear targets and a bonus model built on real data;
• A manager who's genuinely around, listens to calls with you and helps you get better;
• A direct line into product: what you hear on your calls really does change what gets built.

Company offer:

• A Mission with Scale: Work on a product that genuinely transforms the lives of over 1,000,000 users in Bulgaria and abroad;
• Loyalty Program: From personalized tokens of appreciation to major surprises for every year you spend with our team;
• Time to Recharge: Start with 20 days of paid leave, with an additional day added for every year you are part of the team;
• Health & Activity: Co-funded supplementary health insurance and access to a MultiSport card;
• Ucha.se Subscription: Full access to all resources on Ucha.se and eduboom;
• An Energizing Team: Our team-buildings and events are moments where we truly have fun, while finding inspiration for our next big milestones.

How hiring works?

We keep it short. Three steps, and we'll tell you where you stand after each one:

• Short video up to 2 minutes - tell us who you are and why you see yourself as part of our team; send video on [email protected];
• A short call with our HR team - 10 minutes, just to say hello and cover the basics;
• A conversation with the Retention Manager about how you approach customer conversations - 45 minutes.

If you'd like anything adjusted so you can take part comfortably, just tell us when you apply and we'll sort it out.

Join our team!

If this sounds like your next step, send us your CV. We'll be in touch with everyone we take forward. Good luck! :)

Rest assured, your application is in safe hands. Your personal data is protected and will be processed fully in accordance with GDPR requirements, because trust is a core value we live by every single day.