Senior Client Success Process Improvement Specialist

**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** Be the next **Senior Client Success Process Improvement Specialist.** This role is integral to our Global Client Success Strategy team, which focuses on defining the overarching CS strategy and fostering a client-centric culture across all regional teams. As a Senior Client Success Process Improvement Specialist, you will have a direct impact on optimizing the client journey and empowering our CS teams to deliver exceptional service. This is a unique opportunity to contribute to the growth and efficiency of a global organization by streamlining processes, identifying areas for improvement, and collaborating with various stakeholders to implement impactful solutions. **YOUR IMPACT**: - Play a crucial role in analyzing and improving Client Success workflows, driving efficiency and effectiveness. - Lead the process mapping initiatives, documenting and visualizing current processes across different platforms (e.g., Wiki pages, internal playbooks, newsletters). - Identify bottlenecks, pain points, and areas for optimization within the Client Success workflows by gathering feedback from CS teams and analyzing client journey data. - Collaborate with cross-functional teams (Product, Marketing, etc.) to implement improvements and address client pain points effectively. - Develop and maintain comprehensive process documentation to ensure clarity and consistency across the organization. - Communicate process changes and updates to the Client Success teams, ensuring smooth transitions and adoption. - Contribute to a culture of continuous improvement within the Client Success organization. - 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. **WHO YOU ARE**: - Proven experience in process mapping and improvement, ideally within a Customer Success, Operations, or related environment. - Strong analytical and problem-solving skills with the ability to identify areas for optimization and implement effective solutions. - Excellent communication and interpersonal skills, both written and verbal, with the ability to collaborate effectively with diverse teams. - Experience with various process mapping tools and methodologies. - A proactive and results-oriented approach with a strong sense of ownership. - Ability to work independently and as part of a team. - Passion for enhancing customer experience and driving operational excellence. - Highly proficient in both Portuguese and English. **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 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