Omie

Customer Success Analyst, Mid-level – Retention

Omie

full-time

Posted on:

Location Type: Remote

Location: Remote • Brasil

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Job Level

Mid-LevelSenior

About the role

  • Handle requests for contract cancellations or renewals.
  • Provide support via phone, chat, WhatsApp and email.
  • Work to reverse cancellation requests by resolving issues, managing expectations, answering questions, and addressing conflicts.
  • Conduct consultative conversations to clarify adjustments (e.g., pricing changes), align expectations, and reduce friction.
  • Propose retention plans and actions aimed at keeping customers active.
  • Recommend improvements to tools, processes, and support channels.
  • Participate in training sessions, performance review meetings, and the creation of action plans.

Requirements

  • Excellent communication skills.
  • Knowledge of persuasion and negotiation techniques.
  • Strong reasoning and the ability to present compelling arguments.
  • Active listening skills.
  • Ability to work quickly and a strong focus on problem-solving.
  • Resilience to perform in a dynamic environment.
  • Previous experience in retention and/or sales is desirable.
Benefits
  • Flexible benefit / Meal allowance: R$ 40.00 per working day.
  • Work-from-home allowance.
  • Need to work on-site? We provide commuter transport vouchers.
  • For employees commuting by train/metro, we provide a shuttle from the station to the office.
  • Bradesco health insurance.
  • Amil Dental dental plan.
  • Pharmacy assistance.
  • Childcare assistance.
  • Birthday day off to celebrate as you wish!
  • Access to partner gym apps and accredited gyms to maintain physical health and well-being.
  • Partnerships with online therapy and meditation platforms for mental health and relaxation.
  • Partnership with SESC - Credencial Plena.
  • Exclusive discounts with top universities and educational institutions for undergraduate, graduate, and MBA programs. Additionally, free access to Omie Academy for employees.
  • Partnerships for in-company English courses.
  • Insurance discount program.
  • Swile Shop: platform offering exclusive discounts.
  • Partnership with Dell: coupons up to R$ 2,000.
  • PPRL (profit-sharing plan).
  • Travel benefits.
  • Life insurance.

Applicant Tracking System Keywords

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

Soft skills
excellent communication skillspersuasion techniquesnegotiation techniquesstrong reasoningactive listening skillsproblem-solvingresilience