CX Process Specialist

<p>&nbsp;</p> <p><strong>Your wellbeing, our mission. Join a company shaping a healthier world.</strong></p> <p><strong>GET TO KNOW US</strong></p> <p>At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we’re on a mission to make every company a wellness company.</p> <p>We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally.&nbsp;</p> <p><strong>Join us in redefining the future of wellbeing!</strong></p> <p>&nbsp;</p> <p><strong>THE OPPORTUNITY</strong></p> <p>We are hiring a CX Process Specialist to our CX Processes and Quality &nbsp;team in Brazil!&nbsp;</p> <p>Our mission is to continually elevate the overall customer experience by improving operations with a customer-centric mindset. As part of the <strong>CX Processes team</strong>, you will be responsible for mapping, optimizing, documenting knowledge base, and creating macro scripts that empower the CX Operation agents to provide seamless and effective support.&nbsp;</p> <p>You will also work closely with cross-functional teams to champion the customer's needs and ensure our processes are optimized and ready for new products and features. Ultimately, you will directly improve the productivity and quality of our customer service while also protecting the customer journey in our new business operations.</p> <p>&nbsp;</p> <p><strong>YOUR IMPACT</strong></p> <p>This position will focus on optimizing the processes of the global CX operations for New Business teams.</p> <p>Key responsibilities include:</p> <ul> <li><strong>Optimize Customer Journeys: </strong>Map and improve business processes to enhance the customer experience for users, clients, and partners.</li> <li><strong>Create Clear Knowledge Base Documentation: </strong>Develop and maintain process documentation and instructions for CX New Business agents.</li> <li><strong>Analyze and Report on Data:</strong> Use customer service data to identify trends, pain points, and opportunities, then create reports with clear, actionable insights.</li> <li><strong>Solve Root-Cause Issues: </strong>Partner with internal teams to find and solve the root cause of customer problems and champion customer needs in stakeholder meetings.</li> <li>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 wellness.</li> </ul> <p><strong>WHO YOU ARE</strong></p> <ul> <li><strong>Languages:</strong> Fluent in Portuguese and advanced in English.</li> <li><strong>Process Improvement:</strong> Proven experience in making processes more efficient and effective, with a focus on optimization. Lean Six Sigma or process improvements methodologies is a plus.</li> <li><strong>Analytical &amp; Customer-Focused:</strong> You enjoy using data and processes to improve customer experiences.</li> <li><strong>Project Management:</strong> Ability to lead and manage projects effectively.</li> <li><strong>CX Experience (Plus):</strong> Prior experience in CX roles or a deep understanding of customer service operations is highly valued.</li> <li><strong>Investigative Mindset:</strong> Ability to identify customer pain points by analyzing data and support tickets.</li> <li><strong>Proactive Problem-Solver:</strong> Anticipates issues and implements solutions to prevent negative customer impacts.</li> <li><strong>Collaborative:</strong> Works well with various teams and influences stakeholders.</li> <li><strong>Communicator:</strong> Excellent communication skills to explain complex changes clearly to diverse audiences.</li> <li><strong>Adaptable:</strong> Thrives in a fast-paced, dynamic environment and can adapt quickly to new processes and challenges.</li> <li><strong>AI orientation: </strong>Eagerness to learn about and apply Artificial Intelligence concepts to optimize CX processes is highly valued.</li> </ul> <p>&nbsp;</p> <p><strong>WHAT WE OFFER YOU</strong></p> <p>With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life.&nbsp;</p> <p>Our flexible benefits program allows you to customize some of the benefits, according to your needs!</p> <p><strong>Our benefits include:</strong></p> <p><strong>WELLHUB:</strong> Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.</p> <p><strong>WELLZ:</strong> A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.&nbsp;</p> <p><strong>HEALTHCARE:</strong> Health, dental, and life insurance.<strong>&nbsp;</strong></p> <p><strong>FLEXIBLE WORK:</strong> As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.&nbsp;</p> <p><strong>FLEXIBLE SCHEDULE: </strong>Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.</p> <p><strong>PAID TIME OFF:</strong> It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!</p> <p><strong>PAID PARENTAL LEAVE:&nbsp;</strong>Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.&nbsp;&nbsp;</p> <p><strong>CAREER GROWTH:</strong> Access world-class platforms, participate in interactive sessions,&nbsp; build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.</p> <p><strong>CULTURE:</strong> You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. <a href="https://wellhub.com/en-us/careers/our-values/">Learn more about our shared culture and values here.&nbsp;</a></p> <p><strong>And to get a glimpse of life at Wellhub… Follow us on </strong><a href="https://www.instagram.com/lifeatwellhub/"><strong>Instagram</strong></a><strong> @lifeatwellhub</strong> <strong>and </strong><a href="https://www.linkedin.com/company/wellhub/"><strong>LinkedIn</strong></a><strong>!</strong></p> <p><strong>Diversity, Equity, and Belonging at Wellhub</strong></p> <p>We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.&nbsp;</p> <p>Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.</p> <p>Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. <a href="https://www.linkedin.com/posts/wellhub_fairpay-syndio-activity-7407826561531363328-wbN_?utm_source=share&amp;utm_medium=member_desktop&amp;rcm=ACoAAAzHQWABKsRqcpvxy4QpDCJNe_szRdC4hgY">Read more about it here.</a></p> <p>Questions on how we treat your personal data? See our<a href="https://wellhub.com/en-us/careers/job-applicant-privacy-notice/#:~:text=Aviso%20de%20Privacidade%20para%20Candidatos"> Aviso de Privacidade para Candidatos.&nbsp;</a></p> <p>&nbsp;</p>