Customer Engagement Specialist

Gracie Barra Institute supports the growth, education, and continued development of the global Gracie Barra community. Through school success programs, instructor certification, continuing education, and student learning experiences, we help school owners, instructors, and students stay connected to the highest standards of Gracie Barra.

We are looking for a highly organized, bilingual, relationship-driven Customer Engagement Specialist to help schools, instructors, and students experience the full value of their relationship with Gracie Barra Institute. 

When schools, instructors, and students stay engaged, they are more likely to complete programs, renew certifications, continue learning, and remain connected to the Gracie Barra Institute community.

This role exists to make sure no school, instructor, or student quietly disappears because they did not receive the right follow-up at the right time.

About the Role

The Customer Engagement Specialist will be responsible for proactively engaging with integrated Gracie Barra schools, ICP participants, instructors, and students to improve renewal, recertification, course completion, and long-term participation.

This is not a pressure-based sales role. It is a relationship, follow-up, and engagement role. Your job is to make sure schools and students feel supported, informed, encouraged, and connected so that continuing with Gracie Barra Institute becomes the natural next step.

The role is approximately:

50% B2B: Supporting integrated schools through proactive check-ins, value sharing, engagement tracking, renewal support, and feedback collection.

50% B2C: Supporting ICP participants, instructors, and students through course completion follow-up, recertification reminders, progress monitoring, and bilingual engagement.

Mission of the Role

To ensure every integrated school and every enrolled student experiences the full value of their relationship with Gracie Barra Institute, so that renewal, recertification, and continued learning become the natural next step.

Key Responsibilities

School Engagement & Retention

Build and maintain strong relationships with integrated Gracie Barra schools through consistent, meaningful touchpoints.

You will:

• Contact every integrated school at least once per month through calls, messages, or value-sharing communication.
• Help school owners understand and use the benefits of their GB Institute subscription.
• Identify schools with low engagement or declining participation before they become at risk.
• Track school engagement, program usage, completion activity, and renewal readiness.
• Share relevant success stories, wins, updates, and educational opportunities with school owners.
• Escalate concerns, feedback, or recurring challenges to leadership and the school success team.

ICP Recertification Support

Support instructors through the annual ICP recertification process with timely, personalized follow-up.

You will:

• Monitor ICP recertification status and identify instructors who have not completed required steps.
• Send bilingual follow-up reminders at key points before certification deadlines.
• Help instructors understand the importance of annual recertification.
• Answer basic questions or route instructors to the correct internal resource.
• Track recertification progress and report trends to leadership.

Course Completion & Student Engagement

Help ICP and non-ICP students stay engaged and complete their courses.

You will:

• Review course progress and completion data weekly.
• Identify students who have stopped progressing or have not logged in recently.
• Send personalized re-engagement messages to encourage completion.
• Support students with reminders, motivation, and basic guidance.
• Help build a culture of continuous learning inside the GB instructor and student community.

Communication & Value Storytelling

Keep the value of Gracie Barra Institute visible and top of mind.

You will:

• Share school wins, instructor achievements, course reminders, and success stories.
• Support newsletters, WhatsApp messages, email updates, or community touchpoints.
• Communicate clearly and professionally in both Portuguese and English.
• Help schools and students see the practical value of staying engaged with GB Institute.

Feedback & Reporting

Turn engagement conversations into useful insight for the team.

You will:

• Maintain accurate records of outreach, responses, risks, and follow-up needs.
• Provide monthly summaries of common concerns, drop-off patterns, and customer sentiment.
• Help leadership understand why schools or students disengage.
• Recommend improvements to communication, support, onboarding, and engagement processes.

Success Metrics

Success in this role will be measured by your ability to help improve:

• Integrated school renewal rates.
• ICP annual recertification rates.
• ICP course completion rates.
• Non-ICP course completion rates.
• Consistency of school check-ins and follow-up cadence.
• Quality of engagement notes, reporting, and customer feedback loops.

What We’re Looking For

The ideal candidate is proactive, organized, warm, persistent, and deeply comfortable with follow-up. You should enjoy talking to people, tracking progress, noticing when someone is disengaging, and helping them get back on track.

You should be someone who does not wait for problems to appear. You look for early signals, reach out before it is too late, and make people feel supported.

Required Qualifications

• Fluent Portuguese and English communication skills.
• Strong written communication skills in both languages.
• Experience in customer success, customer support, engagement, retention, account management, education support, or community management.
• Ability to manage recurring outreach cadences and follow-up sequences.
• Strong organization and attention to detail.
• Comfort working with spreadsheets, CRM tools, learning platforms, or reporting systems.
• Ability to track progress, identify patterns, and communicate insights clearly.
• Professional, warm, and service-oriented communication style.
• Ability to work remotely and independently.

Preferred Qualifications

• Experience working with schools, instructors, online courses, education programs, or membership/subscription businesses.
• Experience supporting customer retention, renewals, recertification, or student completion.
• Familiarity with Brazilian and international customer communication styles.
• Experience using WhatsApp, email, CRM systems, LMS platforms, or customer engagement tools.
• Interest in Jiu-Jitsu, martial arts, education, or the Gracie Barra community.

Key Traits for Success

You will be a strong fit if you are:

• Proactive: You follow up before someone asks.
• Relationship-driven: You care about people feeling seen and supported.
• Organized: You can manage many schools, students, reminders, and deadlines.
• Persistent: You do not give up after one unanswered message.
• Data-aware: You can use course progress and engagement data to guide outreach.
• Bilingual and culturally aware: You can communicate naturally with Portuguese- and English-speaking audiences.
• Mission-aligned: You believe education, consistency, and community matter.

What This Role Is Not

This is not a cold sales role.

This is not a passive customer service role where you only respond when people ask for help.

This is a proactive engagement role focused on relationships, follow-through, completion, renewal, and long-term customer success.