Formô São Paulo | Feel Alive

Customer Success Manager

• Manage requests related to "My Payments";
• Lead repurchase processes and conduct financial renegotiations with clients;
• Control and maintain the negative credit registry system;
• Post collection commissions in an organized manner;
• Develop strategic actions focused on reducing delinquency and work actively on reversing and monitoring cancellations (both manual and automatic);
• Closely monitor legal collection processes;
• Update our spreadsheets and monitor the team's KPIs (such as churn, delinquency and cancellations);
• Provide outbound and inbound support to our customers across all channels (Blip, Email, Portal E-formei and Phone);
• Provide support focused on questions about the Portal E-formei, and guide customers regarding the coat check, Lost & Found, and Hauze giveaways;
• Monitor and support cohorts/classes that are undergoing migration;
• Actively participate in our customer support shifts.

Customer Success Analyst – Retention & Collections