Customer Support Director

Summary

Join Wellhub, a corporate wellness platform, as their Customer Support Director - Brazil. This pivotal leadership role involves shaping and executing the strategic vision for customer support, focusing on operational excellence, innovative solutions, and a customer-centric culture. As a leader, you will build, mentor, and retain a high-performing team, collaborate cross-functionally, and drive company-wide strategies prioritizing customer satisfaction and operational efficiency. You will champion a customer-first culture, continuously improve processes and technologies, and use data to predict and resolve issues. The Director will also foster strong relationships with stakeholders and drive customer-focused decisions, while also spotting opportunities to innovate and improve support. This role requires a solid academic foundation, deep expertise in customer support, and experience managing large, high-volume teams. Wellhub offers a flexible work environment, comprehensive benefits, and opportunities for career growth.

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
• 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

Fluent in English, with Spanish skills being a valuable bonus

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
• 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