Retention Team Lead

THE OPPORTUNITY We are hiring a Retention Team Lead for our PARTNER EXPERIENCE (PEx) team in São Paulo ! This role leads the Retention Squad — a specialized team focused on preventing churn, recovering lost partners, and maintaining a healthy, growing active partner base. The squad handles 500+ tickets/month across churn prevention, win-back actions, expansion, and value proposition re-education. As Retention Coordinator, you will split your time between direct execution (70% — working the Retention queue hands-on) and team leadership (30% — coordinating squad priorities, quality, and coverage). You bring both the commercial judgment to handle complex retention cases and the people leadership to keep a global team performing consistently. This is a global-scope role. You will work closely with cross-functional and international stakeholders, and English is the primary language for team alignment, reporting, and YOUR IMPACT Lead a Global Retention Squad: Own weekly team rituals, bi-weekly 1:1s, performance reports, follow-ups, and structural escalations in English . Own Churn Prevention Cases: Engage directly with partners who have requested cancellation or show signs of inactivity. Understand the root cause, apply the right retention lever, and keep the partner active. Drive Win-back Actions (Re-enablement): Execute strategic reactivation of churned or paused accounts. Identify the right moment, the right offer, and the right approach to bring partners back into the active base. Support Expansion (New Locations): Onboard and integrate new physical or digital sites into existing partner contracts. Ensure new locations are set up for long-term success. Reinforce Value Proposition: Re-educate disengaged partners on the platform's benefits. Turn uncertainty into renewed commitment through structured, value-led conversations. Manage Secondary Overflow: When the Retention backlog is clear, the squad takes on Renegotiation. Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness. WHO YOU ARE A People Leader with Global Experience: Demonstrated experience leading or coordinating teams within a global or cross-cultural structure, running consistent team rituals and developing team members . Fluent in English — Non-Negotiable: Advanced to fluent English for daily writing, presenting, escalating, and conducting all team calls . An Experienced Retention or Success Professional: You have worked in partner retention, customer success, or account management — and you know the difference between a partner who needs a nudge and one who needs a full recovery conversation. A Direct, Empathetic Communicator: You can have a hard conversation with a partner who wants to cancel and come out of it with a renewed contract. You listen, you adapt, and you close. A Commercial Thinker: You understand the financial impact of churn and know how to frame value in terms that matter to a partner. You don't just save accounts — you improve them. A Systems User: Comfortable with Salesforce and Jira (or equivalent). You track your work and your team's work consistently. We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in retention or success leadership and cross-market team management is a strong advantage. Advanced English is also mandatory. WHAT WE OFFER YOU With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. Our flexible benefits program allows you to customize some of the benefits, according to your needs! Our benefits include: WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you. WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content. HEALTHCARE: Health, dental, and life insurance. FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office. FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines. PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday! PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled. CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on cont