Process Specialist

Process Specialist - Fraud & CX Prevention role within the CX Processes and Quality team in São Paulo. The opportunity focuses on mapping, optimizing, and documenting processes that empower CX Prevention agents to provide seamless and effective support, while collaborating with cross-functional teams to champion customer needs and readiness for new products and features. The role aims to improve productivity and quality of customer service and protect the business from fraud exposure.

• Risk & Fraud Prevention focus within the customer journey. Responsibilities include:
• Optimize Customer Journeys: Map and improve business processes to enhance the customer experience for users, clients, and partners.
• Create Clear Documentation: Develop and maintain process documentation and instructions for CX Prevention agents and Risks teams.
• Analyze and Report on Data: Use customer service data to identify trends, pain points, and opportunities, then create reports with clear, actionable insights.
• Solve Root-Cause Issues: Partner with internal teams to identify and solve root causes of customer problems and advocate for customer needs in stakeholder meetings.
  • Live the mission: Inspire and empower others by caring for your own wellbeing and colleagues, bringing wellbeing to the forefront of work, and supporting work-life balance.
  Who you are
  • Fluent in Portuguese and English.
  • Experience in making processes efficient and optimized.
  • Strong practical experience with Excel and/or Google Sheets.
  • Knowledge of process improvement methodologies such as Lean Six Sigma.
  • Prior experience in CX roles or knowledge of customer service operations is highly valued.
  • Prior experience or knowledge in fraud prevention, information security, or risk analysis is a differentiator.
  • Familiarity with Zendesk or similar CX ticketing platforms is a plus.
  • Eagerness to learn about and apply Artificial Intelligence concepts to optimize CX processes is highly valued.

Note: For this specific role, proficiency in English is a mandatory requirement.

We are a wellness company focused on the health and wellbeing of our employees. Our flexible program allows you to customize your benefits according to your needs.

• WELLHUB : Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources. The Gold plan is provided at no cost, with other premium plans available at a discount.
• WELLNESS : Health, dental, and life insurance.
• FLEXIBLE WORK : Flexible hybrid or full remote options with a home office stipend and monthly flexible work allowance. Office presence is for collaboration and team building, model to be discussed with recruiter/hiring manager.
• FLEXIBLE SCHEDULE : Ability to adjust working hours based on personal schedule, time zone, and business needs.
• PAID TIME OFF : Vacations after 6 months, 3 days off per year plus 1 extra day per year of tenure (up to 5 extra days) and an extra day for your birthday.
• PAID PARENTAL LEAVE : 100% paid parental leave for new parents and extended maternity leave.
• CAREER GROWTH : Opportunities for personal and career growth with an investment in employee development.
• CULTURE : Collaborative, supportive atmosphere with global colleagues in a high-growth tech company; value-based culture of trust, flexibility, and integrity.

Follow us for a glimpse of life at Wellhub on Instagram @lifeatwellhub and LinkedIn.

We aim to create a collaborative, supportive, and inclusive space where everyone belongs. Wellhub is committed to an equal opportunity employer. All qualified applicants will receive consideration regardless of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis protected by law.

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Note: This job description reflects current duties and is subject to change at any time. No external contact information included beyond the organization.