Analista de Retenção de Clientes | Reembolsos e Chargebacks

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Retention Analyst | Refunds & Chargebacks based in Brazil.

We are looking for a proactive and analytical Customer Retention Analyst to support customer service operations, manage refund requests and chargeback disputes, and assist affiliates. In this role, you will go beyond resolving individual cases by investigating recurring issues and identifying opportunities to improve retention and prevent disputes. You will contribute to building structured, efficient processes for a high-volume digital business operating in a fast-paced, performance-driven environment. Working closely with different operational teams, you will monitor key indicators, identify trends, and recommend improvements that protect revenue and strengthen customer relationships. This is an opportunity to take ownership, bring structure to evolving operations, and help develop scalable retention and dispute-prevention strategies.

Accountabilities:

• Manage customer inquiries related to purchases, payments, subscriptions, cancellations, refunds, and deliveries.

• Identify legitimate refund-avoidance opportunities by offering appropriate customer retention alternatives.

• Monitor chargebacks and disputes, preparing supporting evidence and tracking deadlines and outcomes.

• Analyze win rates, loss rates, and recurring dispute causes, recommending preventive actions.

• Handle, triage, and prioritize affiliate requests according to urgency and business impact.

• Identify complaint patterns by product, offer, affiliate, and MID (Merchant ID), supporting operational compliance initiatives.

• Document workflows, create Standard Operating Procedures (SOPs), and maintain the team's knowledge base.

• Improve triage and escalation processes, contribute to service-level agreement (SLA) definitions, and develop operational reporting.

• Support the creation of prevention and automation initiatives to reduce refunds and chargebacks.

Requirements:

• Previous experience in Customer Support or customer service operations, preferably in digital businesses or e-commerce.

• Experience managing tickets through customer support platforms and CRM systems.

• Knowledge of digital payment operations, including subscriptions, refunds, and chargebacks.

• Proficiency in Excel or Google Sheets, including pivot tables, formulas, and data analysis.

• Ability to interpret performance indicators, identify trends, and recommend process improvements.

• Experience documenting workflows, creating SOPs, and working with SLAs.

• Familiarity with artificial intelligence tools and automation.

• Strong written and verbal communication skills.

• Intermediate or advanced English proficiency.

Nice to have:

• Experience in Direct Response, affiliate marketing, or subscription-based business models.

• Familiarity with Whop, WealthPay, Stripe, or PayPal.

• Experience with chargeback representment and chargeback avoidance strategies.

• Experience using Crisp, Zendesk, Intercom, or Gorgias.

• Knowledge of Power BI, Looker Studio, or dashboard development.

• Familiarity with operational compliance and MID-level performance indicators.

• Practical experience using AI tools such as ChatGPT, Claude, or AI agents in customer support workflows.

• Advanced or fluent English proficiency.

Benefits:

• 100% remote work.

• Flexible working hours.

• Career development opportunities.

• Full-time engagement under a service provider (PJ) contract.

• Compensation to be agreed upon.