Customer Success Analyst (Mid-level) – Cancellations

Omie

Customer Success Analyst dedicated to managing cancellation requests and improving customer retention strategies at a leading Brazilian tech company.

Posted 4/25/2026full-timeRemote • BrasilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Handle cancellation requests via phone, chat, WhatsApp and email;
Work to reverse those requests by resolving issues, managing expectations, answering questions and addressing conflicts;
Propose retention plans and actions aimed at keeping customers active;
Recommend improvements to tools, processes and customer service channels;
Participate in training sessions, performance meetings and the creation of action plans.

Requirements

What you’ll need

Excellent communication skills;
Knowledge of persuasion and negotiation techniques;
Strong ability to present and defend arguments;
Good listener with active listening skills;
Agile and solution-oriented;
Resilient to work in a dynamic environment;
Prior experience in retention and/or sales is desirable.

Benefits

Comp & perks

Flexible benefit / meal allowance: BRL 45.00 per working day.
Home office allowance.
Need to work on-site? We provide transportation vouchers. For those commuting by train/metro, we offer a shuttle from the station to the office.
Bradesco health insurance.
Amil Dental dental plan.
Pharmacy assistance.
Childcare assistance.
Birthday day off so you can celebrate however you like!
To support physical health and well-being, we partner with apps for accredited gyms.
To support mental well-being, we have partnerships with online therapy and meditation platforms.
Partnership with SESC - Credencial Plena.
Exclusive discounts at leading universities and educational institutions for undergraduate, graduate and MBA programs. We also provide free access to Omie Academy for employees.
Partnership with in-company English courses.
Discount program for insurance.
Swile Shop: platform for exclusive discounts.
Partnership with Dell.
PPRL (profit-sharing program).
Travel benefits.
Life insurance.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

excellent communication skillspersuasion techniquesnegotiation techniquesactive listening skillssolution-orientedresiliencecustomer retentionsales experience