Customer Support Director

Summary

Join Wellhub, a corporate wellness platform, as their Customer Support Director - Brazil. This leadership role involves shaping and executing the strategic vision for customer support, focusing on operational excellence, innovative solutions, and a customer-centric culture. You will lead a high-performing team, collaborate cross-functionally, and drive company-wide strategies prioritizing customer satisfaction and operational efficiency. The Director will inspire and mentor talent, ensuring sustainable growth as the company expands. This impactful role empowers the organization to exceed customer expectations. Wellhub offers a flexible work environment and comprehensive benefits.

Requirements

• Solid academic foundation in a relevant field; advanced degree is a plus
• Deep expertise in customer support, with a proven track record leading large, high-volume teams
• Success in managing regional or global support operations, ensuring consistent, top-tier service quality
• Experienced in driving BPO partnerships and optimizing vendor performance for maximum impact
• Fluent in English, with Spanish skills being a valuable bonus
• Inspiring leader with a customer-first mindset that motivates teams to excel
• Strong strategic thinker with a knack for analysis, problem-solving, and turning ideas into action
• Proven ability to cultivate high-performance teams focused on accountability and growth
• Outstanding communicator with the ability to build trust, influence, and align diverse teams
• Passionate about innovation, transformation, and making a meaningful, lasting impact in customer support

Responsibilities

• Shape and execute a customer support vision that aligns with the company’s goals
• Build a global support framework with consistent standards across all touchpoints
• Champion a customer-first culture, driving initiatives that elevate the customer experience
• Develop top-tier support as we expand our customer base, regions, and products
• Continuously improve processes and technologies for scalable, efficient support
• Track KPIs to measure performance, satisfaction, and uncover actionable insights
• Use data to predict and resolve issues before they escalate
• Build, mentor, and retain a diverse, high-performing team focused on innovation
• Collaborate with global peers to align on strategies and ensure smooth execution
• Empower team leaders to take charge while promoting collaboration and knowledge sharing
• 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
• Work closely with teams (PD, BT, DOTs, Sales, CX) to ensure customer feedback shapes product and process improvements
• Be the voice of the customer in key leadership discussions
• Foster strong relationships with stakeholders to drive customer-focused decisions
• Spot opportunities to innovate and lead initiatives that improve support
• Drive the adoption of cutting-edge technologies to boost operational efficiency
• Prioritize high-impact projects to deliver maximum business value

Preferred Qualifications

• Advanced degree
• Spanish skills

Benefits

• Health, dental, and life insurance
• Flexible hybrid and full remote work options
• Home office stipend
• Monthly flexible work allowance
• Flexible schedule to adjust working hours based on personal schedule, time zone, and business needs
• 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
• 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
• 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth