Customer Retention Analyst – Refunds and Chargebacks

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee inquiries related to purchases, charges, subscriptions, cancellations, refunds, and deliveries.

• Recognize valid refund avoidance opportunities by presenting retention alternatives.

• Track disputes and chargebacks, assembling evidence and monitoring deadlines and outcomes.

• Evaluate win rates, loss rates, and recurrent causes of disputes, recommending preventive measures.

• Manage, categorize, and prioritize affiliate requests based on urgency and business significance.

• Detect complaint trends by product, offer, affiliate, and MID, aiding compliance efforts.

• Record processes, develop standard operating procedures (SOPs), and sustain the knowledge repository.

• Gain an understanding of the business, platforms, and operational workflows within the first 30 days.

• Enhance triage and escalation workflows and assist in defining service level agreements (SLAs) within 60 days.

• Construct departmental reports and a preventative and automation strategy to minimize refunds and chargebacks within 90 days.

⛳️ Requirements

• Background in Customer Support or customer service operations, ideally within digital companies or e-commerce.

• Experience in managing tickets via customer service and CRM platforms.

• Understanding of digital payments, including subscriptions, refunds, and chargebacks.

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

• Capability to analyze metrics and suggest enhancements.

• Experience in documenting processes, creating SOPs, and collaborating with SLAs.

• Familiarity with AI and automation technologies.

• Strong written and verbal communication abilities.

• Intermediate to advanced English language skills.

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

• Knowledge of Whop, WealthPay, Stripe, or PayPal.

• Experience with representment and chargeback prevention strategies.

• Familiarity with Crisp, Zendesk, Intercom, or Gorgias.

• Experience with Power BI, Looker Studio, or similar dashboard tools.

• Understanding of operational compliance and MID-level metrics.

• Experience utilizing AI tools, such as ChatGPT, Claude, and AI agents, in customer service workflows.

• Advanced or fluent proficiency in English.

🏝️ Benefits

• Flexible working hours

• Career development plan