CX Supervisor (Trilingual – English, Spanish & Portuguese)

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 Partners ROW Supervisor (Trilingual – English, Spanish & Portuguese) to our Business Transformation team in São Paulo - Brazil! 

This area serves as Wellhub's specialized voice and ear for our Partners ecosystem, providing technical and consultative support across multiple channels. They conduct meetings, expertly resolve complex issues, and ensure excellence in every interaction, transforming feedback into continuous improvement.

• Develop technical and cultural capabilities of the team through 1:1s, performance evaluations, IDPs, and feedback.
• Supervise real-time operations, team schedules, and time tracking.
• Supervise backlog, ensuring SLA compliance and operational flow.
• Highlight impacts and demonstrate urgency and criticality in tickets, while prioritizing action and follow-up on scalable cases (Tickets & Jiras)
• Conduct quality monitoring with structured feedback.
• Create materials and presentations to communicate results and insights.
• Promote improvements and innovations through sprints and project initiatives.
• Execute analyses and deep dives to identify opportunities for process and delivery improvements.
• Monitor team strategies daily, making necessary adjustments to ensure the best customer experience and achievement of Wellhub’s KPIs and OKRs.
• Contribute to the development and implementation of customer experience strategies and initiatives.
• Analyze customer feedback and data to identify trends and areas for improvement in customer experience. (Operational Excellence)
• Collaborate with other departments (BT / DOTS / WFM) to ensure alignment on customer experience strategies.

• Bachelor's degree completed. Postgraduate is a plus.
• Experienced with CRMs (e.g., Zendesk, Metabase, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau).
• Knowledge in Google Workspace, Jira, customer experience metrics, and KPIs.
• Knowledge of project management methodologies (Scrum and Agile).
• Experience in people management and development in multichannel customer service teams.
• Familiarity with B2B service and Agile methodology.
• Advanced/Fluent in English.
• Advanced/Fluent in Spanish.

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.