Partner Support & Negotiation Analyst

About the role

Join our Partner Experience team in São Paulo to help manage global partner relationships and ensure financial sustainability. You will handle negotiations and retention efforts for our network while contributing to the development of standardized operational processes.

Key facts

What you'll do

• Manage the retention lifecycle for global pool-based partners in Tiers 5-7, including contract cancellations, plan adjustments, and price reviews.
• Negotiate commercial terms, such as success fees, to manage inflation and drive value.
• Maintain high activity levels to meet ticket volume targets while optimizing resolution times.
• Follow established commercial policies and compliance guardrails during all transactions.
• Assist in documenting standard operating procedures to support future AI-driven workflows.

Requirements

• Advanced to fluent English proficiency.
• Availability to work a late shift from 12:00 PM to 9:00 PM (Brasilia Time).
• Ability to attend periodic in-person meetings at the São Paulo office.
• Experience working in high-volume, ticket-based operational environments.

Nice to have

• Prior experience with CRM or support ticketing software, specifically Salesforce or Zendesk.

Skills & tools

• Salesforce
• Zendesk
• Negotiation
• Process documentation

Practical notes

Benefits include a free Gold+ Wellhub membership for you and up to three family members, the Wellz emotional wellbeing program with 52 therapy sessions per year, and comprehensive health, dental, and life insurance. We offer a flexible work model, home office reimbursement, and paid parental leave. Vacation time is available after 6 months, plus additional annual leave days based on tenure and a birthday holiday. We are a Syndio Fair Pay Certified employer.