Retention Team Lead

Your wellbeing, our mission. Join a company shaping a healthier world. GET TO KNOW US At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company. We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. Join us in redefining the future of wellbeing! THE OPPORTUNITY We are hiring a Retention Team Lead for our PARTNER EXPERIENCE (PEx) team in Brazil - Remote ! This role directly leads the Retention Squad — an expanding team dedicated to fostering team development, aligning operational processes, and maintaining a healthy, growing active network of gyms, studios, and global wellness partners. If you are passionate about developing people, possess solid experience leading Customer Experience (CX), Customer Service, or Operations teams, and want to drive a high-impact squad within a global environment, this opportunity is for you! YOUR IMPACT Lead and Develop the Squad (70% of Scope): Directly manage a growing team of analysts. Execute structured team rituals with discipline (weekly squad calls conducted in English, bi-weekly 1:1s focused on individual development, IDP tracking, team engagement, and performance management). Operation & Retention Management (30% of Scope): Ensure SLA compliance, service quality, and process execution across churn prevention, partner win-back, and value proposition re-education. Process & Metrics Tracking: Monitor operational dashboards (Salesforce/Jira), assist the team in resolving complex partner escalations, and propose process improvements and AI-driven workflow automations. Global Stakeholder Interface: Collaborate closely with international stakeholders, aligning priorities and reporting team performance in English. 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 Proven professional experience in People Leadership (direct team management in Customer Experience, Customer Service, Operations, or Customer Success). Fluent / Advanced English (Mandatory): Ability to write, present, align, and conduct daily meetings and 1:1s in English. Strong background in operational metrics (CSAT, SLA, AHT, productivity, and backlog health). Outstanding active listening, structured communication, empathy, and talent development skills. Broad commercial acumen to understand the financial impact of partner churn and support the team in decision-making. 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 leadership and Advanced English are 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