Remote Process Analyst, Knowledge Base & Macros for Partners

Summary

Join a company that cares about wellbeing. Wellhub is hiring a Process Analyst to create accurate and customer-oriented content, manage databases, and analyze usage data for CX teams.

Requirements

• Proficiency in Portuguese and English, able to translate content ensuring key messages are understood globally
• Excellent verbal and written communication skills, ability to translate complex ideas into easy-to-understand customer support language and action steps
• Detail-oriented with outstanding organizational skills
• Proven interpersonal and collaboration skills
• Analytical skills, ability to translate complex concepts into clear and understandable ideas
• Client service mindset, highly responsive, and advocating for customer centricity
• Experience with customer experience roles and Zendesk will be considered an advantage
• Proficiency with computer and software tools, copywriting and editing skills, skilled in at least one Content Management System (ZenDesk, Atlassian - Confluence, Document360, etc.) and HTML, good understanding of content strategy principles and methodologies

Responsibilities

• Develop and manage a Knowledge Base for CX agents
• Establish standard answers with macros, shortcuts, and agents scripts on a global scale
• Make documentation easy to understand and to follow, seeking efficiency and automation
• Partners day-to-day with the Process Improvement team and other CX operations areas to translate processes to efficient customer-like guidelines (e.g. tone of voice, easy to understand, standard answers, etc)
• Coordinate and facilitate regional stakeholders balancing regional needs and standardization needs
• Review and maintain the accuracy, organization, readability and style, ensuring consistency and standards
• Gather feedback from internal customers, and formulate suggestions for its improvement
• Continuously monitor data to report the health and efficiency of the knowledge base and its content, including standard answers usage (macros)
• Report statistics on knowledge base usage, patterns, trends and any other relevant metrics

Benefits

• WELLNESS: Health, dental, and life insurance
• FLEXIBLE WORK: 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
• FLEXIBLE SCHEDULE: 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
• WELLHUB: 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
• PAID TIME OFF: 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
• PAID PARENTAL LEAVE: 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
• CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development