CX Manager - Latam

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 CX Manager - Latam to our Customer Experience team in São Paulo! 

The CX Manager will drive operational excellence within the Customer Experience team by helping optimize processes for our México, Argentina and Chile operations, making sure the team achieves the KPIs, enhancing service delivery, and ensuring seamless support across customer touchpoints. This role requires a strategic thinker and hands-on manager with a passion for customer satisfaction, efficiency, and cross-functional collaboration. The ideal candidate is a skilled problem-solver with experience in data-driven decision-making and a track record of delivering outstanding customer experiences at scale.

• Process Optimization: Identify, design, and implement initiatives that streamline CX operations, reduce response times, and enhance quality of service. Continuously evaluate existing workflows for improvement opportunities.
• Data Analysis and Reporting: Track and analyze customer service metrics (CSAT, Productivity, Full Resolution Time, FCR, etc.) to assess performance, inform decisions, and report on operational efficiency. Provide regular updates to leadership and cross-functional teams.
• Team Leadership and Development: Oversee a team of CX specialists, including hiring, training, coaching, and performance management. Foster a positive team culture focused on growth, accountability, and customer-centricity.
• Quality Assurance: Develop and maintain a quality assurance program to ensure consistency and excellence across all customer interactions.
• Cross-functional Collaboration: Work closely with Product, Customer Success, Process Improvement and WFM  teams to gather customer feedback, align on brand messaging, and ensure seamless integration of CX initiatives across departments.
• 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.

• A true team player who loves working towards both team and individual goals with previous experience in CX, Customer Support, or Operations
• Previous experience in a people management role.
• Customer-Centric: Deep understanding of customer support metrics, and continuous improvement principles.
• Languages: Proficiency in English is mandatory and Advanced Spanish is highly desirable.
• Leadership: You are a dedicated leader, able to lead, inspire, and develop teams in a fast-paced environment. Proven track record in building team cohesion and driving positive team dynamics.
• Problem-Solving: Ability to assess complex situations, identify root causes, and implement effective solutions promptly.
• Analytical: You are tenacious and goal-oriented, proficient in data analysis and familiar with reporting tools (e.g., Power BI, Tableau, Zendesk Explore). Strong ability to interpret and act on quantitative and qualitative data.
• Tech-Savvy: A self-starter who can multi-task and adapt to a fast-growing organization. Familiarity with CRM and CX platforms (e.g., Zendesk, Salesforce, HubSpot) and experience in implementing technology solutions to enhance CX.
• Experience working in fast-paced, high-growth tech or SaaS environments.
• Communication: A strong communicator both written and verbal to lead cross-functional initiatives and present findings to stakeholders.

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 customer support and in a leadership position 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.

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