Partners Retention and Growth Analyst

About the role

Wellhub is building a global wellness platform that connects employees to fitness, mindfulness, therapy, nutrition, and sleep partners through a single subscription. This position sits within a newly created Partner Experience unit focused on keeping partners engaged, improving their satisfaction, and protecting business sustainability through structured negotiations and commercial strategies.

Key facts

What you'll do

• Handle inbound requests involving contract cancellations, plan modifications, and pricing reviews for global pool-based partners in Tiers 5-7
• Address partner objections and identify opportunities to introduce commercial options like Success Fees during partnership reviews to help manage inflation
• Work within support tools to lower Average Handle Time and Full Resolution Time while keeping up with ticket volume
• Follow pre-approved commercial policies and guardrails throughout all partner interactions
• Contribute to building standardized processes and SOPs that can later be supported by AI systems
• Support a workplace culture centered on personal and team wellbeing

Requirements

• Advanced to fluent English (mandatory) for communicating with global partners and international teams
• Ability to work a late shift from 12:00 PM to 9:00 PM Brasilia Time to support US and global partners
• Comfortable working in a high-volume, ticket-based environment where quick responses and consistent follow-up matter
• Willingness to learn; prior commercial experience is not required as training materials and generative AI aids are provided
• Available for periodic in-person meetings at the São Paulo office

Nice to have

• Experience with CRM and support ticketing platforms, particularly Salesforce and Zendesk

Skills & tools

• CRM platforms (Salesforce preferred)
• Ticketing systems (Zendesk preferred)
• Generative AI tools for training support

Practical notes

• Free Gold+ Wellhub membership including onsite gyms, digital fitness, meditation, nutrition, and mental health resources; add up to three family members
• Wellz emotional wellbeing program with 52 individual therapy sessions per year plus on-demand content
• Health, dental, and life insurance
• Home office reimbursement for hybrid setup
• Vacation after 6 months plus 3 additional days off per year, 1 extra day per year of tenure (up to 5), and a birthday holiday
• 100% paid parental leave with extended leave and part-time ramp-back for birth parents
• Career development through learning platforms, interactive sessions, and internal mobility
• Syndio Fair Pay Certified employer
• Equal opportunity employer; all qualified candidates considered regardless of background