Pessoa Supervisora

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.

THE OPPORTUNITY

We are hiring a CX Risk Supervisor to our Business Transformation team in São Paulo As a CX Risk Analyst Supervisor, you will play a vital role in delivering a world-class experience for our customers. Your leadership will be instrumental in building the best possible employee experience for our CX agents, whom we believe are our first customers. You will serve as a reference in empathy by actively listening to customers, understanding their needs, identifying real problems, and providing impactful solutions. Your ability to lead with insight and dedication to achieving measurable results in both performance and satisfaction will set the standard for success.

• Supervise the operations team.
• Constantly monitor ticket queues (New, Open, Hold, Pending) multiple times a day, devising strategies to meet SLA, CSAT, and FCR goals.
• Oversee channels in real time.
• Escalate priority tickets, reporting issues such as internet outages, equipment malfunctions, application errors, Zendesk downtime, or website failures.
• Implement requested improvements to optimize operations, focusing on NPS, CSAT, scalability, and new projects.
• Exercise decision-making autonomy to resolve complex cases, including offering credits or refund exceptions.
• Lead the team in balancing security and customer experience by applying effective fraud prevention measures that maintain customer satisfaction.
• Analyze behavior patterns to identify potential fraud risks, proposing preventive and mitigative solutions to protect customers and the business.
• Establish metrics and indicators for fraud prevention to monitor and continuously improve operations.
• Develop training initiatives to ensure the team consistently understands and applies fraud prevention practices effectively.
• Provide formal feedback through regular monitoring sessions, monthly 1:1s, and annual performance reviews.
• Create and implement PDIs (Personal Development Plan) in collaboration with the team.
• Identify quality and performance gaps, monitoring recurring issues and proposing action plans with leadership at least biweekly.
• Develop detailed project and performance reports, as needed, to track progress and outcomes.
• Create action plans based on feedback from supervisors, tech leads, quality teams, and other stakeholders, ensuring a structured review process.
• Build alliances and foster relationships with peers.
• Participate in weekly recurring meetings, sharing operational insights, challenges, and co-creating improvement projects.
• Support the PMO team on strategic projects and maintain a strong presence in daily meetings with tech leads, supervisors, and management, as well as weekly sessions with stakeholders.
• 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.

• Complete or in-progress higher education or technical degree (minimum 50% of the course completed).
• Previous experience working in CX (as an agent or in a leadership role).
• Knowledge of Processes (BPM), Knowledge Base (KCS), and operational management.
• Knowledge of People Management and Conflict Management.
• Knowledge of CX metrics: CSAT, FCR, NPS, SLA.
• Knowledge of tools such as Zendesk, Jira, or similar platforms.
• Excellent leadership skills and ability to influence behavior.
• Process-oriented problem-solving mindset.
• Excellent oral and written communication skills (concise and structured).
• Ability to create materials (PPTs, infographics, videos, communications).
• People and process management skills.
• Adaptability to change.
• Sensible, proactive, organized, and agile profile.
• Proficiency in Microsoft Office and Google Workspace (G Suite).
• Ability to handle multitasking.
• Availability to work once a month at the office located in São Paulo, at Berrini.
• Resides in São Paulo or nearby regions.
• Knowledge of SQL is a plus.
• English skill is a plus.

For this specific role, please note that previous experience as a CX agent or CX leadership and knowledge of Zendesk 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.

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