Analista de Retenção de Clientes | Reembolsos e Chargebacks
Core
Analyze refund and chargeback patterns to prevent disputes, manage high-volume customer inquiries, and build operational processes for a digital business.
Role type
Customer Retention Analyst (Refunds & Chargebacks)
Builds
Structured refund/chargeback processes and dispute-prevention strategies
Domain
Digital payments / E-commerce
Deliverable
dashboards & analysis
Required skills
Data analysis, Excel/Google Sheets, CRM/ticketing systems, SLA management, SOP creation, English (intermediate/advanced)
Preferred skills
Direct response/affiliate marketing, payment platforms (Stripe/PayPal), AI tools, Power BI/Looker Studio
Responsibilities
Manage customer inquiries regarding payments, refunds, and cancellations; Monitor chargebacks and prepare dispute evidence; Analyze win/loss rates and recommend preventive actions; Handle affiliate requests; Document workflows and create SOPs; Improve triage and escalation processes; Support automation initiatives to reduce refunds.
Seniority
Individual Contributor
