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Customer Success Analyst – Retention
Ambar. Provide proactive (outbound) and reactive (inbound) support via chat and WhatsApp to customers requesting cancellation due to project completion, ensuring clear, empathetic communication and advanced written skills.
About the role
Key responsibilities & impact- Provide proactive (outbound) and reactive (inbound) support via chat and WhatsApp to customers requesting cancellation due to project completion, ensuring clear, empathetic communication and advanced written skills.
- Work strategically on customer retention, identifying opportunities to reverse churn (both planned and unplanned) and offering appropriate alternatives such as extensions, pauses/suspensions, plan changes, or other commercial arrangements.
- Analyze cancellation reasons critically and consultatively, differentiating scenarios of planned churn (scheduled project completion) and unplanned churn, and correctly record information in the system.
- Apply negotiation and persuasion techniques while respecting the customer's context and company policies, focusing on minimizing losses and maximizing customer retention or customer lifetime value.
- Update and maintain detailed records of interactions, ensuring data quality, traceability of decisions, and support for analysis of churn and retention metrics.
Requirements
What you’ll need- Bachelor's degree completed or in progress in any field; civil engineering is a plus.
- At least 1 year of prior customer service experience, preferably in Customer Success (CS) or Customer Experience (CX).
- Specific experience with cancellation processes and understanding of best practices to ensure an excellent customer experience.
- Strong communication: ability to communicate clearly and persuasively, both verbally and in writing.
- Resilience: ability to handle rejection and challenges while maintaining motivation and focus on goals.
- Flexibility: adapt to different situations and demands, adjusting approaches as needed.
- Proactivity and ownership: strong sense of responsibility for results and willingness to take initiative to achieve goals.
Benefits
Comp & perks- 🏢 Work arrangement: Hybrid (2 days in-office / 3 days remote) - Home office allowance R$ 70.00;
- 🚘 Mobility benefit options (transit pass, fuel allowance, or parking);
- 💳 Meal voucher: Company-subsidized R$35.00/day (paid via Flash Benefits card);
- 🏥 Health plan: Porto Seguro Prata Mais for employee and dependents (no premium charged to the employee; discounted premiums for dependents);
- 🦷 Dental plan: SulAmérica with no copayment;
- 🧠 Mental health program;
- 🎗 Life insurance;
- 📚 Partnerships with universities and language course providers to support continued education;
- 💊 Pharmacy agreements - Drogaria São Paulo and Drogaria Pacheco;
- 🏊 Sesc partnership/benefit;
- 💪🏼 TotalPass (discounts on gyms and sports);
- 😴 Day off during the birthday month;
- 👨👦👦 Extended paternity leave: 20 consecutive days;
- 👩👧👦 Extended maternity leave: 180 consecutive days;
- 🧩 Childcare allowance.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicecancellation processescustomer retentiondata qualitychurn analysisnegotiation techniquespersuasion techniquesrecord keepingcustomer lifetime valuecommercial arrangements
Soft Skills
communicationempathyresilienceflexibilityproactivityownershipstrategic thinkingcritical analysisadaptabilitymotivation
Certifications
Bachelor's degree