Retention Team Lead

Wellhub · Brazil (Remote)

  • Senior
  • Full-time
  • Posted 2026-08-03
  • Confirmed live on 25 September 2026

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Job description

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 onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.

WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.

HEALTHCARE: Health, dental, and life insurance.

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.

FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team ne

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