Customer Success

Description

Job Summary: We are seeking a Customer Success Specialist to manage customer retention and ombudsman operations, transforming dissatisfied customers into brand advocates through rapid reconciliations and constructive feedback. Key Highlights: 1. Focus on retention and reversal of cancellations/refunds 2. Ombudsman activities (email and Reclame Aqui) 3. Crisis management and premium customer service We are looking for a **Customer Success Specialist** focused on **Retention and Ombudsman Operations**. You will be the company's voice during the most critical moments of the customer journey: reversing refund requests, mitigating cancellations, resolving complex complaints, and ensuring customers regain confidence in our delivery. * **Churn & Refund Management:** Engage with customers who have requested cancellation or refund, identify the true cause of dissatisfaction, and apply mitigation strategies to convince them to stay with us. * **Ombudsman (Email and Reclame Aqui):** Monitor, respond to, and resolve complaints received via email and Reclame Aqui (R.A.), transforming detractors into brand advocates. * **Crisis Handling / Premium Customer Service:** Act as the final line of defense for dissatisfied customers, pursuing rapid and effective reconciliations. * **Base Feedback Collection:** Map root causes of refunds/complaints and report authentic feedback to Product, Sales (Closers/SDRs), and Operations teams to improve our processes. * **What We Seek (Requirements):** * Prior experience in Customer Retention, Ombudsman Operations, Collections/Negotiation, or high-impact support (customer service focused on conversion). * Impeccable written communication (you will handle formal emails and public responses on Reclame Aqui). * Emotional intelligence and resilience to engage with dissatisfied or frustrated customers while maintaining composure and empathy. * Analytical mindset to achieve aggressive reversal/retention rate targets. * Must reside in Votorantim/SP for on-site work. Compensation: starting at R$3.000,00 per month Work Location: On-site