Client Success Process Optimization Specialist

Summary

Join Wellhub, a global corporate wellness platform, as a Global Client Success Process Optimization Specialist. This integral role within the Global Client Success Strategy team focuses on optimizing client journeys and empowering teams to deliver exceptional service. You will analyze workflows, identify areas for improvement, and collaborate with cross-functional teams to implement impactful solutions. This position requires proven experience in process mapping and improvement, strong analytical skills, and fluency in English and Portuguese. Wellhub offers a flexible work environment, comprehensive benefits including health insurance, paid time off, parental leave, and opportunities for career growth. The company prioritizes employee wellbeing and fosters a supportive, inclusive culture.

Requirements

• Proven experience in process mapping and improvement, ideally within a Customer Success, Operations, or related environment
• Strong analytical and problem-solving skills with the ability to identify areas for optimization and implement effective solutions
• Excellent communication and interpersonal skills, both written and verbal, with the ability to collaborate effectively with diverse teams
• Experience with various process mapping tools and methodologies
• A proactive and results-oriented approach with a strong sense of ownership
• Ability to work independently and as part of a team
• Passion for enhancing customer experience and driving operational excellence
• Highly proficient in both Portuguese and English

Responsibilities

• Play a crucial role in analyzing and improving Client Success workflows, driving efficiency and effectiveness
• Lead the process mapping initiatives, documenting and visualizing current processes across different platforms (e.g., Wiki pages, internal playbooks, newsletters)
• Identify bottlenecks, pain points, and areas for optimization within the Client Success workflows by gathering feedback from CS teams and analyzing client journey data
• Collaborate with cross-functional teams (Product, Marketing, etc.) to implement improvements and address client pain points effectively
• Develop and maintain comprehensive process documentation to ensure clarity and consistency across the organization
• Communicate process changes and updates to the Client Success teams, ensuring smooth transitions and adoption
• Contribute to a culture of continuous improvement within the Client Success organization
• 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

Benefits

• Health, dental, and life insurance
• 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
• 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
• 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
• 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
• 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 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• 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