Customer Support Director

**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. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.

**THE OPPORTUNITY**

The **Customer Support Director - Brazil** will play a pivotal role in shaping and executing the strategic vision for customer support across the organization. This dynamic leadership position will focus on elevating operational excellence, driving innovative solutions, and cultivating a customer-centric culture, all while ensuring sustainable growth as the company expands. As the leader of a high-performing team, the Director will inspire and mentor talent, collaborate cross-functionally to deliver outstanding customer experiences, and drive company-wide strategies that prioritize both customer satisfaction and operational efficiency. The Director's influence will be instrumental in creating lasting impact and empowering the organization to exceed customer expectations at every turn.

**YOUR IMPACT**:
**Strategic Leadership**:

- Shape and execute a customer support vision that aligns with the company's goals.
- Build a global support framework with consistent standards across all touchpoints.
- Champion a customer-first culture, driving initiatives that elevate the customer experience.
- Develop top-tier support as we expand our customer base, regions, and products.

**Operational Excellence**:

- Continuously improve processes and technologies for scalable, efficient support.
- Track KPIs to measure performance, satisfaction, and uncover actionable insights.
- Use data to predict and resolve issues before they escalate.

**Team Leadership**:

- Build, mentor, and retain a diverse, high-performing team focused on innovation.
- Collaborate with global peers to align on strategies and ensure smooth execution.
- Empower team leaders to take charge while promoting collaboration and knowledge sharing.
- 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.

**Cross-Functional Collaboration**:

- Work closely with teams (PD, BT, DOTs, Sales, CX) to ensure customer feedback shapes product and process improvements.
- Be the voice of the customer in key leadership discussions.
- Foster strong relationships with stakeholders to drive customer-focused decisions.

**Innovation and Growth**:

- Spot opportunities to innovate and lead initiatives that improve support.
- Drive the adoption of cutting-edge technologies to boost operational efficiency.
- Prioritize high-impact projects to deliver maximum business value.

**WHO YOU ARE**:

- Solid academic foundation in a relevant field; advanced degree is a plus.
- Deep expertise in customer support, with a proven track record leading large, high-volume teams.
- Success in managing regional or global support operations, ensuring consistent, top-tier service quality.
- Experienced in driving BPO partnerships and optimizing vendor performance for maximum impact.
- Fluent in English, with Spanish skills being a valuable bonus.
- Inspiring leader with a customer-first mindset that motivates teams to excel.
- Strong strategic thinker with a knack for analysis, problem-solving, and turning ideas into action.
- Proven ability to cultivate high-performance teams focused on accountability and growth.
- Outstanding communicator with the ability to build trust, influence, and align diverse teams.
- Passionate about innovation, transformation, and making a meaningful, lasting impact in customer support.

**WHAT WE OFFER YOU**:
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

Our benefits include:
**WELLNESS**: Health, dental, and life insurance.

**FLEXIBLE WORK**: At Wellhub, flexibility fosters a ha