CX Analyst
3 semanas atrás
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 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
THE OPPORTUNITY
We are hiring a CX Analyst to our Customer Experience team in São Paulo
As a CX Analyst, you will work across offline channels, such as email responses and forms submitted through our Help Center, as well as online channels like chat and WhatsApp. The main tasks include support related to payments, invoices, billing, contractual issues, and assistance to employees of companies using Wellhub as a benefit. By supporting our clients through various channels, you'll ensure that every client feels heard, understood, and satisfied from the very first interaction.
YOUR IMPACT
Provide support through phone, email, help center, chat, WhatsApp, and any other channels necessary for the operation.Offer technical and non-technical assistance with care, aiming to address the client's demand in the first interaction. Listen to and understand the client's real problem before taking action.Identify the most suitable use case for each situation, having the autonomy to make adjustments if necessary, without compromising Wellhub's tone of voice and image. Always use the appropriate tone of voice for your tribe.Ensure the collection and entry of relevant data and correct tabulation in Zendesk. Update report on customer behaviors.Immediately escalate critical cases and/or cases with SLA violations by support areas to leadership.Focus on productivity and quality within team goals: CSAT, FRT, First Reply, etc.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
Completed or ongoing college degree or technical program.Excellent oral and written communication skills (concise and structured).Outgoing, communicative, and able to easily build empathy.Sense of urgency, organization, and responsibility.Knowledge about Zendesk. Identifies with our mission to make wellness universal.Easily adaptable to changes.Knowledge of the Microsoft Office suite and Google Aps is a plus.Previous experience in the CX field.Knowledge in English is a plus.
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 %. 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 prior experience in CX area and knowledge of Zendeskare mandatory requirements
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 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.
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 % 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
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
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