Customer Success Analyst – Retention & Collections

Formô São Paulo | Feel Alive

Analista de Customer Success ensuring financial health and client retention at Formô Brasil. Collaborating across departments to manage payments and client relationships.

Posted 7/31/2026full-timeCampinas • BrasilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong negotiation and customer service skills, with a focus on financial metrics and retention goals. Capable of managing collections processes while maintaining a positive customer experience through effective communication and emotional intelligence.

Highest-signal resume keywords

Customer Service ExperienceNegotiation SkillsFinancial Metrics TrackingEmotional IntelligenceOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Financial RenegotiationChurn Metrics AnalysisDelinquency ManagementCredit Registry ControlKPI Monitoring

Soft Skills

Empathetic CommunicationResilienceInitiativePersuasionAnalytical Thinking

Tools & Technologies

SpreadsheetsCustomer Support PlatformsEmail CommunicationPhone Support

Industry Keywords

CollectionsRetentionCustomer SupportLegal Collection ProcessesCohort Monitoring

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

High school diploma;
Previous experience in customer service, retention, or negotiation/collections (even in entry-level roles);
Clear, empathetic and assertive communication: you know how to collect and negotiate without losing a pleasant service approach;
Emotional intelligence and resilience to handle objections and challenging situations with balance;
Organized and analytical profile to track financial and churn metrics;
Strong sense of responsibility and focus on meeting recovery/retention goals;
Initiative, negotiation and persuasion skills.

Benefits

Comp & perks

Birthday day off;
Wellhub (guided meditation, yoga, nutrition, online personal trainer, sleep education, etc.);
Starbem (scheduling psychologist, psychiatrist, nutritionist and telemedicine appointments);
Flash (flexible meal assistance card);
Extended paid parental leave;
Unlockable rewards and benefits as you progress in internal gamification;
Training through Feel Academy (Feel Alive's exclusive development platform);
Pet-friendly office;
On-site work model;
Structured career plan;