Cx Analyst

Summary

Join Wellhub, a corporate wellness platform, as a CX Analyst in São Paulo! You will provide customer support across various channels (email, chat, WhatsApp, etc.), addressing payment, billing, and contractual issues. This role requires excellent communication skills, Zendesk knowledge, and a dedication to client satisfaction. Wellhub offers a flexible work environment, including hybrid and remote options, along with comprehensive benefits like health insurance, paid time off, parental leave, and opportunities for career growth. Prior CX experience and Zendesk knowledge are mandatory. We encourage applications even if you don't meet every requirement.

Requirements

• Completed or ongoing college degree or technical program
• Excellent oral and written communication skills (concise and structured)
• Outgoing, communicative, and able to easily build empathy
• Sense of urgency, organization, and responsibility
• Knowledge about Zendesk
• Identifies with our mission to make wellness universal
• Easily adaptable to changes

Responsibilities

• Provide support through phone, email, help center, chat, WhatsApp, and any other channels necessary for the operation
• Offer technical and non-technical assistance with care, aiming to address the client's demand in the first interaction
• Listen to and understand the client's real problem before taking action
• Identify the most suitable use case for each situation, having the autonomy to make adjustments if necessary, without compromising Wellhub's tone of voice and image
• Always use the appropriate tone of voice for your tribe
• Ensure the collection and entry of relevant data and correct tabulation in Zendesk
• Update report on customer behaviors
• Immediately escalate critical cases and/or cases with SLA violations by support areas to leadership
• Focus on productivity and quality within team goals: CSAT, FRT, First Reply, etc
• 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

Preferred Qualifications

• Knowledge of the Microsoft Office suite and Google Aps is a plus
• Previous experience in the CX field
• Knowledge in English is a plus

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
• 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