Hybrid CX Client Retention Growth Analyst

at Gympass

• Job title: CX Client Retention Growth Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Tableau
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Client Retention Growth Analyst at Wellhub providing multichannel support and solutions for customer retention. Collaborating with teams to drive customer engagement and business growth.

Responsibilities

• Provide multichannel support with a strong focus on customer retention and growth.
• Deliver solutions aimed at first-contact resolution while identifying churn risks and expansion opportunities.
• Negotiate effective solutions based on customer insights to ensure ongoing engagement.
• Apply playbooks and adapt them as needed to drive positive retention outcomes.
• Collaborate internally to support all customer retention initiatives.
• Maintain a professional and persuasive tone in all interactions.
• Ensure accurate data capture in Zendesk for retention and sales analysis.
• Contribute to reports on customer behavior, highlighting retention and growth trends.
• Escalate critical cases promptly when there are major retention or revenue implications.
• Achieve team targets (CSAT, FCR, SLA and QA) to maximize customer loyalty and business expansion.
• Promote well-being, contributing to strong, long-term customer relationships.

Requirements

• Must reside in São Paulo.
• Availability to come to the office at least once per month.
• High school diploma or technical certification completed. Higher education is a plus.
• Familiarity with CRMs (e.g., Zendesk, Darwin, Salesforce) and analytics tools (e.g., Google Looker, Tableau, Metabase).
• Excellent grammar and computer skills.
• Knowledge of Google Workspace is a plus.
• Previous experience in CX and customer support via written channels.
• Prior experience in Sales is required.
• Native Portuguese is required. Intermediate/Advanced English is a plus.

Benefits

• WELLHUB: Free Gold+ plan with access to thousands of gyms and studios, digital fitness programs, and online resources for meditation, nutrition, mental health support, sleep routines and more. You can also add up to 3 family members to your plan, ensuring those who matter most have access to well-being.
• WELLZ: A single, comprehensive resource for mental well-being. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) and on-demand content.
• HEALTH & CARE: Health insurance, dental plan and life insurance.
• PAID TIME OFF: Disconnecting and recharging is important. Therefore, we offer vacation after 6 months of employment + 3 days off per year + 1 additional day off for each year at the company (up to 5 days) + 1 day off during your birthday month.
• PAID PARENTAL LEAVE: Welcoming a new family member is one of life’s most special moments. We want every employee to be truly present and enjoy that time with their family. We therefore offer 100% paid parental leave to all new parents. Birthing parents are also entitled to extended leave (Empresa Cidadã) and a ramp-back period, during which they can work part-time until they adjust to the new routine.
• PROFESSIONAL DEVELOPMENT: Access global learning platforms, participate in interactive sessions, build your personalized development plan and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward both personal and professional success.
• CULTURE: Join a team of dedicated people who come together to push boundaries, support one another, and create lasting impact in corporate well-being. We win together, fostering trust through transparent communication and a culture where every perspective matters.