CX Manager LATAM

Your wellbeing matters. Join a company that cares.

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.

*Big news: Gympass is now Wellhub
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion.

THE OPPORTUNITY

We are hiring a Manager to our Spanish Speaking LATAM Customer Experience team in Sao Paulo The CX Operations Manager will drive operational excellence within the Customer Experience team by helping optimize processes for our México, Argentina and Chile operations, making sure the team achieves the KPIs, enhancing service delivery, and ensuring seamless support across customer touchpoints. This role requires a strategic thinker and hands-on manager with a passion for customer satisfaction, efficiency, and cross-functional collaboration. The ideal candidate is a skilled problem-solver with experience in data-driven decision-making and a track record of delivering outstanding customer experiences at scale.

• Process Optimization : Identify, design, and implement initiatives that streamline CX operations, reduce response times, and enhance quality of service. Continuously evaluate existing workflows for improvement opportunities.
• Data Analysis and Reporting : Track and analyze customer service metrics (CSAT, Productivity, Full Resolution Time, FCR, etc.) to assess performance, inform decisions, and report on operational efficiency. Provide regular updates to leadership and cross-functional teams.
• Team Leadership and Development : Oversee a team of CX specialists, including hiring, training, coaching, and performance management. Foster a positive team culture focused on growth, accountability, and customer-centricity.
• Quality Assurance : Develop and maintain a quality assurance program to ensure consistency and excellence across all customer interactions.
• Cross-functional Collaboration : Work closely with Product, Customer Success, Process Improvement and WFM teams to gather customer feedback, align on brand messaging, and ensure seamless integration of CX initiatives across departments.
• 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 balance.

Education and Experience :

• A true team player who loves working towards both team and individual goals with experience in CX, Customer Support or Operations and management role.

Skills :

• Customer-Centric : Deep understanding of customer support metrics, and continuous improvement principles.
• Leadership : You are a dedicated leader, able to lead, inspire, and develop teams in a fast-paced environment. Proven track record in building team cohesion and driving positive team dynamics.
• Problem-Solving : Ability to assess complex situations, identify root causes, and implement effective solutions promptly.
• Analytical : You are tenacious and goal-oriented, proficient in data analysis and familiar with reporting tools (e.g., Power BI, Tableau, Zendesk Explore). Strong ability to interpret and act on quantitative and qualitative data.
• Tech-Savvy : A self-starter who can multi-task and adapt to a fast-growing organization. Familiarity with CRM and CX platforms (e.g., Zendesk, Salesforce, HubSpot) and experience in implementing technology solutions to enhance CX.
• Communication : A strong communicator both written and verbal to lead cross-functional initiatives and present findings to stakeholders.
• Languages: Proficiency in English is mandatory and Spanish is highly desirable.

Preferred Qualifications :

• Experience working in fast-paced, high-growth tech or SaaS environments.

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%. For this specific role, please note that prior experience in Customer Support / Customer Service / Customer Experience and leading teams are mandatory requirements.

We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day.

Diversity, Equity, and Belonging at Wellhub : 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.