Customer Journey Specialist

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 Europe, North America and South America, we’re on a mission to make every company a wellness company.

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. 

We are hiring a Customer Journey Specialist to our Business Transformation team in Brazil!

As a digital channels specialist, your main goal is to provide achievable insights and action plans for FAQ and Email automation channels based on a critical analytical sense to improve both performance and experience. Be aware of the related teams' processes, the business rule, projects, and the product itself to make a good cause and effect analysis for the metrics, solve and predict any issues and help users through the Help Center.

• Focus on the user experience through digital channels.
• Provide deep-dive analyses to support UX Writing guide in constructing, optimizing, editing, and creating articles in the FAQ.
• Manipulate data to help with decision-making and bring improvement insights for the FAQ and Email automation.
• Improve processes for the Customer Experience metrics performance, especially on the FAQ and Email automation channels.
• Act as a cross-channel specialist and have a data vision to propose improvements and innovations for the Help Center.
• Be proactive to establish good relationships with connected areas to predict, solve and understand the actions and issues.
• Work with the technology team to solve product errors and implement improvements for digital channels.
• Understand and work with the Zendesk tool.
• 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.

• For candidates residing in São Paulo, the role follows a flexible model. You will be required to visit the office only when requested.
• Bachelor’s degree in Engineering, Business, Marketing, or a related field.
• Proven experience working with Ultimate AI - Zendesk integration is mandatory.
• Hands-on experience with digital customer experience tools, including FAQ management and email automation.
• Advanced data analysis skills and proficiency in UX Writing.
• Knowledge of workflow automation tools is a plus. 
• Strong conflict resolution skills and the ability to proactively identify obstacles and create creative, alternative solutions.
• High sense of urgency and the ability to manage multiple, competing priorities simultaneously with minimal supervision.
• Comfortable thriving in a fast-paced, highly dynamic environment with a strong attention to detail.
• Excellent verbal and written English skills is mandatory.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in Ultimate AI - Zendesk integration and advanced English proficiency are mandatory requirements.

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. 

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.

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. Read more about it here.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. 

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