Partner Support & Negotiation Analyst

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. 

We are hiring a Partner Support & Negotiation Analyst to our Partner Experience team in São Paulo! 

This is your chance to join a newly formed, specialized unit designed to operate globally. Our core focus is to drive partner retention, elevate overall partner satisfaction, and protect the financial sustainability of our business by managing standard negotiations and incorporating value-generating commercial levers

• Own the Retention Lifecycle: Manage inbound transactional cases related to contract cancellations, plan changes, and price reviews for eligible global pool-based partners (Tiers 5-7).  
• Drive Commercial Value: Actively handle objections and seek opportunities to cross-sell commercial levers (such as Success Fees) to partners reviewing their partnerships, helping control inflation.  
• Ensure Operational Efficiency: Leverage support systems to reduce Average Handle Time (AHT) and improve Full Resolution Time (FRT), maintaining highly active presence to meet ticket volumes.
• Uphold Compliance: Adhere strictly to pre-approved commercial policies and guardrails during all partner transactions.  
• Optimize Scalability: Help document standardized processes and SOPs, contributing to a foundation that can be amplified by AI support systems.
• 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.

• An Effective Communicator: Advanced to fluent English is mandatory, as you will actively support global partners and communicate with international teams.  
• A Resilient Problem-Solver: Comfortable in a high-volume, ticket-based operational environment (similar to Customer Experience) where responsiveness and consistent follow-up are critical.  
• Eager to Learn: No prior commercial experience? No problem! We believe technical skills are teachable. If you have a high drive, strong willingness to learn, and high motivation, we will teach you the rest using our training manuals and generative AI aids.  
• Tech-Savy (Preferred): Prior exposure to CRM and support ticketing platforms, specifically Salesforce and Zendesk, is a great differentiator.  
• Flexible and Adaptable: Fully aligned with working a late shift (12:00 PM to 9:00 PM - Brasilia Time zone) to support US/Global partners, and available for periodic in-person alignments at our São Paulo office. 

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 advanced English and availability to work at a late shift are mandatory requirements.

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. 

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. 

 #LI-HYBRID