Retention Coordinator

Your wellbeing, our mission. Join a company shaping a healthier world.

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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!

We are hiring a Retention Coordinator for our PARTNER EXPERIENCE (PEx) team in São Paulo!

This role leads the Retention Squad — a specialized team focused on preventing churn, recovering lost partners, and maintaining a healthy, growing active partner base. The squad handles 500+ tickets/month across churn prevention, win-back actions, expansion, and value proposition re-education. As Retention Coordinator, you will split your time between direct execution (70% — working the Retention queue hands-on) and team leadership (30% — coordinating squad priorities, quality, and coverage). You bring both the commercial judgment to handle complex retention cases and the people leadership to keep a global team performing consistently. This is a global-scope role. You will work closely with cross-functional and international stakeholders, and English is the primary language for team alignment, reporting, and

• Lead a Global Retention Squad: Own weekly team rituals, bi-weekly 1:1s, performance reports, follow-ups, and structural escalations in English.

• Own Churn Prevention Cases: Engage directly with partners who have requested cancellation or show signs of inactivity. Understand the root cause, apply the right retention lever, and keep the partner active.

• Drive Win-back Actions (Re-enablement): Execute strategic reactivation of churned or paused accounts. Identify the right moment, the right offer, and the right approach to bring partners back into the active base.

• Support Expansion (New Locations): Onboard and integrate new physical or digital sites into existing partner contracts. Ensure new locations are set up for long-term success.

• Reinforce Value Proposition: Re-educate disengaged partners on the platform's benefits. Turn uncertainty into renewed commitment through structured, value-led conversations.

• Manage Secondary Overflow: When the Retention backlog is clear, the squad takes on Renegotiation.

• 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.

• A People Leader with Global Experience: Demonstrated experience leading or coordinating teams within a global or cross-cultural structure, running consistent team rituals and developing team members<span