Customer Experience Analyst
**你的幸福，我们的使命。加入一个让世界更健康的公司.** **GET TO KNOW US** 我们正在彻底改变企业福祉。我们的平台将全球员工与体育运动，正念，治疗，营养和睡眠日常活动中最好的合作伙伴联系在一起。我们在纽约，欧洲，北美和南美洲团队组成，我们的任务是使每个公司成为一个幸福公司。我们相信工作应该有回报，激励和平衡。在这里，你会发现一个重视幸福，协作和多元化的观点的团队，在热情和创造力打破界限以产生真正的影响的地方。你的贡献将有助于为你和全球数百万人的健康世界建设。** 为什么我们拥有积极行动角色？** 这是一个积极行动作用，用于残疾人.** 因为我们相信促进多样性和培养包容的工作环境，每个人都可以获得公平机会并充分发挥潜力。为了实现我们的使命，重要的是这里存在不同的观点，所有的人都感到欢迎，受到重视和赋权在 Wellhub 上。**THE OPPORTUNITY** 我们正在聘请一个 **客户体验分析师**加入我们的 **巴西的 **客户经验**团队！**你的影响** - 通过管理服务道 （电子邮件，聊天，电话）的日常通信来确保客户满意度。- 使用既定工具和流程为问题和请求提供准确且完整的解决方案。- 通过有同情感，清晰和客观的沟通建立信任关系，以研究客户历史和数据以获得最佳的解决方案；- 正确地管理和更新系统/CRM 中的记录，迅速分类门票并追踪开放项目到最终的解决方案，- 遵循所有运营过程和指南，主动升级重复或关键的问题至领导层。- 满足个人和团队对质量和生产力指标的目标，与不同领域合作支持运营。- 处理该区域的额外操作例程，例如日常处理请求和批准。- 在所有联系中保持一致的卓越标准，同情心和礼貌。- 承诺接受培训和发展以始终更新产品和流程。- 活着使命：通过优先考虑自己的福祉来激励和赋予 Wellhubbers 力量。
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**Your well-being, our mission. Join a company that makes the world healthier.**
**GET TO KNOW US**
We are revolutionizing corporate well-being. Our platform connects employees around the world with the best partners in physical exercise, mindfulness, therapy, nutrition and sleep routines – all in one subscription. Based in New York with teams in Europe, North America and South America, our mission is to make every company a well-being company.
We believe work should be rewarding, inspiring and balanced. Here, you will find a team that values well-being, collaboration and diverse perspectives, in a place where passion and creativity break limits to create real impact. Your contributions will help build a healthier world, for you and millions of people globally.
**Why do we have affirmative action roles?**
This is an affirmative action role for **People with Disabilities.**
Because we believe in fostering diversity and nurturing an inclusive work environment, where everyone has access to equitable opportunities and can reach their full potential.
To achieve our mission, it is essential that there are diverse perspectives here and that all people feel welcomed, valued and empowered at Wellhub.
**THE OPPORTUNITY**
We are hiring a **Customer Experience Analyst** to join our **Customer Experience** team in Brazil!
**YOUR IMPACT**
- Ensure customer satisfaction by managing daily communications across service channels (email, chat, phone).
- Provide accurate and complete solutions to questions and requests, using the established tools and processes.
- Build trusting relationships through empathetic, clear and objective communication, researching customer history and data for the best resolution.
- Manage and update records in the system/CRM accurately, promptly categorizing tickets and following open items through to final resolution.
- Follow all operational processes and guidelines, proactively escalating recurring or critical issues to leadership.
- Meet individual and team goals on quality and productivity indicators, collaborating with different areas to support operations.
- Handle additional operational routines of the area, such as processing day-to-day requests and approvals.
- Maintain a consistent standard of excellence, empathy and courtesy in all contacts.
- Commit to the training and development received to stay always up to date on products and processes.
- Live the mission: inspire and empower Wellhubbers by prioritizing your own well-being and that of your colleagues. Be part of a supportive environment where everyone feels comfortable taking care of themselves, taking time off and finding a balance between work and personal life.
**WHO YOU ARE**
- Remote model for those who do not live in São Paulo.
- Hybrid model for those who live in São Paulo and surrounding area (office visits 2x per month).
- Prior knowledge of CRM platforms (e.g., Zendesk, Salesforce or similar) and familiarity with tracking/metrics tools.
- Excellent written communication, good grammar and ease with digital tools/IT.
- Knowledge of productivity tools (Google Workspace or Microsoft Office Suite) is a differentiator.
- Prior experience in customer service (CX), multichannel work and text/chat support.
- Native Portuguese. Intermediate or advanced English will be a differentiator.
Even if you do not meet 100% of the requirements for this role, apply! We would be delighted to receive your application and assess your fit with our team.
**WHAT WE OFFER YOU**
We create a work environment for you to thrive in every dimension of your life. We do this through well-designed benefits, resources for emotional well-being and a culture that empowers each person to truly connect with their role here and take ownership of it, balancing this with their own well-being.
Our flexible benefits program helps you customize them according to your needs!
**Our benefits include:**
**WELLHUB:** Free Gold+ plan, with access to thousands of gyms and studios, digital fitness programs and online resources for meditation, nutrition, mental health support, sleep routines and more. You can also add up to 3 family members to your plan, ensuring that those who matter most to you have access to well-being.
**WELLZ:** A unique and comprehensive resource for mental well-being. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) and on-demand content.
**HEALTH AND CARE:** Health insurance, dental plan and life insurance.
**FLEXIBLE WORK:** With a work arrangement that prioritizes flexibility, we offer hybrid and remote roles, so you have the freedom to work in the way that suits you best. The work model for this specific role can be discussed with the recruiter and leadership. When you join Wellhub, you can also use our home office reimbursement to set up your home office!
**PAID REST:** Disconnecting and recharging your energy is very important. That is why we offer vacation after 6 months of work + 3 days off per year + 1 day off each year with the company (up to 5 days in total) + 1 day off in the month of your birthday!
**PAID PARENTAL LEAVE:** Welcoming a new family member is one of the most special moments in life. We want every employee to be truly present and enjoy this time with family. That is why we offer 100% paid parental leave to all new parents. Those who give birth are also entitled to extended leave (Empresa Cidadã) and a re-adaptation period (ramp-back), during which they may work part-time until they adjust to the new routine.
**PROFESSIONAL DEVELOPMENT:** Get access to learning platforms (including language learning), take part in interactive sessions and explore our internal opportunities. During your internship, you will also develop a project of your own, based on your area and specialties, and have a mentor to help you during your internship. At Wellhub, we focus on continuous learning and feedback to support your path toward success – both personal and professional.
**CULTURE:** You will join a team of dedicated people who come together to break limits, support one another and create lasting impact on corporate well-being. We win together, cultivating relationships of trust through transparent communication and a culture where every perspective matters. [Learn more about our values and culture.](https://wellhub.com/en-us/careers/our-values/)
**Want to see what it's really like to work here? Follow us on** [**Instagram**](https://www.instagram.com/lifeatwellhub/) **@lifeatwellhub and watch our team's video on** [**YouTube**](https://www.youtube.com/watch?v=ZgIPiszTVm4) **!**
**Diversity, Equity, Inclusion and Belonging @ Wellhub**
We seek to create a collaborative, welcoming and inclusive environment where everyone feels they belong.
Wellhub is an employer committed to promoting equitable opportunities. All qualified people who apply will be equally considered, without discrimination based on race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, nationality, veteran status or any other basis covered by applicable law.
Our commitment to inclusion also extends to how we recognize and compensate our employees. We are proud to be a Syndio Fair Pay Certified company, a certification that reflects our ongoing dedication to fair and equitable pay practices across our global team. [Read more here.](https://www.linkedin.com/posts/wellhub_fairpay-syndio-activity-7407826561531363328-wbN_?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAzHQWABKsRqcpvxy4QpDCJNe_szRdC4hgY)
Questions about how we handle your personal data? [Consult our Job Applicant Privacy Notice.](https://wellhub.com/en-us/careers/job-applicant-privacy-notice/#:~:text=Aviso%20de%20Privacidade%20para%20Candidatos)
**#LI-REMOTE**
**#LI-HYBRID**