CX Coordinator

Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we're on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you'll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. 

Join us in redefining the future of wellbeing

THE OPPORTUNITY

We are hiring a CX Coordinator to our Sales and Retention team in São Paulo 

This role is pivotal within the Customer Experience area, focusing on the management and optimization of a BPO partner that operates both Sales and Retention teams. As the CX Coordinator, you will be the key liaison between the company and the BPO, ensuring operational excellence and customer satisfaction are achieved across all touchpoints. You will be expected to lead the implementation of best practices, analyze performance metrics (KPIs), and foster a high-performance culture, contributing directly to revenue growth and customer loyalty. This is an exciting opportunity for a strategic leader seeking to elevate the customer experience to the next level, directly impacting business results.

YOUR IMPACT

• Lead the routine management of the Sales and Retention BPO, ensuring SLA adherence and service quality in both streams.
  Establish and closely monitor critical CX KPIs, such as CSAT, NPS, Sales Conversion Rate, and Retention Rate, implementing immediate action plans for any deviations.
• Partner with the BPO teams to develop and implement continuous training and playbooks that enhance agent performance and the overall customer journey.
• Own the process optimization strategy for the BPO, identifying bottlenecks and opportunities for continuous improvement to increase operational efficiency.
• Collaborate closely with internal Product, Marketing, and Operations teams to ensure customer feedback (Voice of the Customer) is incorporated and addresses key pain points.
• Drive improvements in customer satisfaction (CSAT/NPS) across sales and retention interactions, transforming every contact into a positive and loyalizing experience.
• Ensure that all company policies, guidelines, and compliance standards are rigorously followed by the BPO partner.
•  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 wellness.

WHO YOU ARE

• A results-focused leader who has expertise in BPO partner management, with a proven track record in Customer Service, Sales, or Retention environments.
• Possesses solid in-depth knowledge of CX metrics (NPS, CSAT, FCR) and business KPIs (Conversion Rates, Churn, and LTV).
• Demonstrates the ability to work autonomously and lead improvement projects, being a self-starter who thrives in fast-paced environments.
• A strong and persuasive communicator, with the ability to manage expectations and negotiate with internal and external stakeholders (the BPO partner).
• Is curious about new CX technologies and methodologies, with an eagerness to embrace innovation to enhance the customer experience.
• A tenacious and goal-oriented professional dedicated to translating data and insights into concrete actions that boost BPO performance and company results
• Has advanced English.

WHAT WE OFFER YOU

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. 

Our flexible benefits program allows you to customize some of the benefits, according to your needs

Our benefits include:

WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.

WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content. 

HEALTHCARE: Health, dental, and life insurance. 

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office. 

FLEXIBLE SCHEDULE: Flexibility for us isn't just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.

PAID TIME OFF: It's important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.  

CAREER GROWTH: Access world-class platforms, participate in interactive sessions,  build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.

CULTURE: You'll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here. 

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. 

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