Customer Experience Analyst

This is an exciting opportunity to join one of the fastest-growing digital health companies in the world and help build the future of healthcare. We are forming a
new team in São Paulo
to serve
exclusively our UK customer base
, and we are looking for CX professionals who want to grow with us in an international, dynamic, and fast-evolving environment. You will play a key role in ensuring an exceptional customer experience, supporting people on their health journeys - from mental health to weight loss and hair loss treatments - always with empathy, technical excellence, and a solution-oriented mindset.

Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the first person our patients speak to and you'll advocate their voice throughout the company.

You're someone who makes things happen despite ambiguity and thrives in a dynamic environment and takes challenges head-on, turning uncertainty into opportunity. You have a passion for solving real patient problems as well as innovation and design.

In this role you'll be working with our customers based in the UK. So fluency and confidence in English is a requirement.
What You'll Be Doing

• Providing high quality of responses that solve our patients problems across multiple channels, ensuring SLA compliance
• Be the voice of MANUAL and Voy and working with patients to help guide them through their journey.
• Act proactively to identify root causes and prevent recurring issues
• Collaborate with international teams (especially in the UK) to ensure fast and effective resolutions;
• Contribute to process improvements and enhancements to our patients experience.

How You Operate

• Think big - you're inspired by ambitious solutions to big patient problems, you approach them from first principles and you have the determination to clear hurdles to get there.
• Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand people's needs and help them find a solution.
• Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients.

Requirements

• Availability to work in a hybrid model in São Paulo (2 days in office per week)

• Working schedule:

• 8am (BR), Sun-Thu

• 8am (BR), Tue-Sat

• Previous experience in customer service, support, or CX operations (bonus points for healthcare)

• Experience handling multiple support channels (email, live chat, social media, phone, etc.);
• Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar;
• Fluent English for written and verbal communication with customers and international teams;
• Excellent communication skills, empathy, and problem-solving abilities.
• You see feedback as a gift, and constantly look for ways to improve your work and grow as a person
• You're super organised, live by your calendar and know how to develop processes to make sure you never miss a beat
• You have a "roll up your sleeves" mentality where you're willing to learn and jump into unknown situations

Benefits

• Competitive salary based on experience;
• Wellhub;
• English course through Cambly;
• Health insurance;
• 5-month maternity leave;
• Childcare allowance;
• Meal/food voucher of R$31 per day;
• Collaborative and diverse work environment with strong opportunities for growth.

We are destigmatising how people approach their health by offering easy access to diagnostics and a holistic range of treatments, as well as a community to help proactively improve one's health and wellbeing. A place that didn't exist until now.