CX Manager - Latam

 

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 Europe, North America and South America, 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 Manager - Latam to our Customer Experience team in São Paulo! 

The CX Manager will drive operational excellence within the Customer Experience team by helping optimize processes for our México, Argentina and Chile operations, making sure the team achieves the KPIs, enhancing service delivery, and ensuring seamless support across customer touchpoints. This role requires a strategic thinker and hands-on manager with a passion for customer satisfaction, efficiency, and cross-functional collaboration. The ideal candidate is a skilled problem-solver with experience in data-driven decision-making and a track record of delivering outstanding customer experiences at scale.

YOUR IMPACT

• Process Optimization: Identify, design, and implement initiatives that streamline CX operations, reduce response times, and enhance quality of service. Continuously evaluate existing workflows for improvement opportunities.
• Data Analysis and Reporting: Track and analyze customer service metrics (CSAT, Productivity, Full Resolution Time, FCR, etc.) to assess performance, inform decisions, and report on operational efficiency. Provide regular updates to leadership and cross-functional teams.
• Team Leadership and Development: Oversee a team of CX specialists, including hiring, training, coaching, and performance management. Foster a positive team culture focused on growth, accountability, and customer-centricity.
• Quality Assurance: Develop and maintain a quality assurance program to ensure consistency and excellence across all customer interactions.
• Cross-functional Collaboration: Work closely with Product, Customer Success, Process Improvement and WFM  teams to gather customer feedback, align on brand messaging, and ensure seamless integration of CX initiatives across departments.
• 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 true team player who loves working towards both team and individual goals with previous experience in CX, Customer Support, or Operations
• Previous experience in a people management role.
• Customer-Centric: Deep understanding of customer support metrics, and continuous improvement principles.
• Languages: Proficiency in English is mandatory and Advanced Spanish is highly desirable.
• Leadership: You are a dedicated leader, able to lead, inspire, and develop teams in a fast-paced environment. Proven track record in building team cohesion and driving positive team dynamics.
• Problem-Solving: Ability to assess complex situations, identify root causes, and implement effective solutions promptly.
• Analytical: You are tenacious and goal-oriented, proficient in data analysis and familiar with reporting tools (e.g., Power BI, Tableau, Zendesk Explore). Strong ability to interpret and act on quantitative and qualitative data.
• Tech-Savvy: A self-starter who can multi-task and adapt to a fast-growing organization. Familiar