Process 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
We are hiring a
Process Specialist - Fraud & CX Prevention
to our
CX Processes and Quality
team in
São Paulo

Our mission is to enhance the customer experience while safeguarding the business. As part of the CX Processes and Quality team, you will be responsible for mapping, optimizing, and documenting processes that empower our CX Prevention agents to provide seamless and effective support.

You will also work closely with cross-functional teams to champion the customer's needs and ensure our processes are optimized and ready for new products and features. Ultimately, your work will directly improve the productivity and quality of our customer service while also protecting the business from fraud exposure.

YOUR IMPACT

• This position will be focused on Risk & Fraud Prevention in the customer Journey. Your responsibilities will 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 find and solve the root cause of customer problems and champion customer needs in stakeholder meetings.

• 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

• 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 in 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.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that proficiency in English is a mandatory requirement.

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
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.

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.

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. Find more info on our careers page

And to get a glimpse of life at Wellhub… Follow us on
Instagram
@lifeatwellhub
and
LinkedIn

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.