CX Process Specialist

 

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 Process Specialist to our CX Processes and Quality  team in Brazil! 

Our mission is to continually elevate the overall customer experience by improving operations with a customer-centric mindset. As part of the CX Processes team, you will be responsible for mapping, optimizing, documenting knowledge base, and creating macro scripts that empower the CX Operation 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, you will directly improve the productivity and quality of our customer service while also protecting the customer journey in our new business operations.

 

YOUR IMPACT

This position will focus on optimizing the processes of the global CX operations for New Business teams.

Key responsibilities include:

• Optimize Customer Journeys: Map and improve business processes to enhance the customer experience for users, clients, and partners.
• Create Clear Knowledge Base Documentation: Develop and maintain process documentation and instructions for CX New Business agents.
• 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 wellness.

WHO YOU ARE

• Languages: Fluent in Portuguese and advanced in English.
• Process Improvement: Proven experience in making processes more efficient and effective, with a focus on optimization. Lean Six Sigma or process improvements methodologies is a plus.
• Analytical & Customer-Focused: You enjoy using data and processes to improve customer experiences.
• Project Management: Ability to lead and manage projects effectively.
• CX Experience (Plus): Prior experience in CX roles or a deep understanding of customer service operations is highly valued.
• Investigative Mindset: Ability to identify customer pain points by analyzing data and support tickets.
• Proactive Problem-Solver: Anticipates issues and implements solutions to prevent negative customer impacts.
• Collaborative: Works well with various teams and influences stakeholders.
• Communicator: Excellent communication skills to explain complex changes clearly to diverse audiences.
• Adaptable: Thrives in a fast-paced, dynamic environment and can adapt quickly to new processes and challenges.