Work primarily on reversing cancellation requests by resolving issues, aligning expectations, answering questions, and managing conflicts;
Recommend improvements to tools, processes, and support channels;
Actively participate in training, performance meetings, and the development of action plans for continuous improvement;
Handle cancellation requests via phone, chat, WhatsApp and email;
Propose retention plans and actions aimed at keeping customers active and reducing churn.

Experience working with targets and performance metrics, especially related to churn, cancellation reversals, value recovered and reversal rate;
Experience handling high volumes of customer contacts, particularly with customers who have already requested cancellation, with a focus on retention;
Proactive profile with autonomy, ownership mindset and leadership attitude even without a formal management role;
Agility and focus on problem solving without compromising service quality;
Active listening skills to understand the customer’s real needs;
Resilience to operate in a dynamic environment with constant change;
Strong command or familiarity with persuasion and negotiation techniques;
Good ability to construct and counter arguments;
Previous experience in retention and/or consultative sales;
Excellent verbal and written communication.

Customer Success Analyst, Mid-level – Cancellations

Key skills