Wellness Content Manager

4 semanas atrás


São Paulo, São Paulo, Brasil Wellhub Tempo inteiro

Company Overview
At Wellhub, we're dedicated to making every company a wellness company. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries.

Salary
The estimated annual salary for this role is around $60,000 - $80,000 based on national averages in the United States.

About the Role
We are seeking an experienced Knowledge Base Specialist to join our Business Transformation team in São Paulo. The successful candidate will support our Partners journey (Gyms, Apps, and Personal Trainers) by creating accurate and customer-oriented content for CX teams.

Key Responsibilities:

  • Develop and manage a Knowledge Base for CX agents.
  • Establish standard answers with macros, shortcuts, and agent scripts on a global scale.
  • Make documentation easy to understand and follow, seeking efficiency and automation.
  • Partner day-to-day with the Process Improvement team and other CX operations areas to translate processes into efficient customer-like guidelines.
  • Capture regional stakeholders balancing regional needs and standardization needs.
  • Review and maintain the accuracy, organization, readability, and style, ensuring consistency and standards.
  • Gather feedback from internal customers and formulate suggestions for improvement.
  • Continuously monitor data to report the health and efficiency of the knowledge base and its content.
  • Report statistics on knowledge base usage, patterns, trends, and any other relevant metrics.

Requirements

  • Proficiency in Portuguese and English, able to translate content ensuring key messages are understood globally.
  • Excellent verbal and written communication skills, ability to translate complex ideas into easy-to-understand customer support language.
  • Detail-oriented with outstanding organizational skills.
  • Proven interpersonal and collaboration skills.
  • Analytical skills, ability to translate complex concepts into clear and understandable ideas.
  • Client service mindset, highly responsive, and advocating for customer centricity.
  • Experience with customer experience roles and Zendesk will be considered an advantage.
  • Proficiency with computer and software tools, copywriting, and editing skills, skilled in at least one Content Management System (ZenDesk, Atlassian - Confluence, Document360, etc.) and HTML.

What We Offer You
As a member of our team, you can enjoy a range of benefits including:

  • A competitive salary and benefits package.
  • A flexible work program that allows you to customize your benefits according to your needs.
  • Wellness programs, including access to onsite gyms and fitness studios, digital fitness programs, online wellness resources, and more.
  • Paid time off, vacations after six months, three days off per year, plus one additional day off for each year of tenure, and extra days off for your birthday and parental leave.
  • Outstanding opportunities for personal and career growth.
  • An exciting and supportive atmosphere with ambitious people from around the world.


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