Your wellbeing matters. Join a company that cares.

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. 

*Big news: Gympass is now Wellhub! 
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. 

THE OPPORTUNITY

We are hiring a CX Analyst (Reclame Aqui) to our Customer Experience team in São Paulo!

Ensure the effective resolution of conflicts related to end-users, clients, and partner gyms, seeking the best solution for high-friction situations through engagement between CX (Customer Experience) and other relevant company areas involved in the process. The team's main objective is to guarantee a differentiated service level and offer a high degree of end-user satisfaction, which will consequently help maintain the RA-1000 seal and elevate the brand's value and reputation in the market.

YOUR IMPACT

• Provide support to end-users (B2C), clients, and partners (B2B) on the Reclame Aqui channel via email, WhatsApp, and phone.
• Maintain individual monthly reputation on Reclame Aqui with results exceeding the requirements for the RA-1000 seal.
• Monitor and adhere to operational KPIs such as First Response SLA and Full Resolution Time (FRT).
• Track critical issues through to final resolution, focusing on maintaining Wellhub's image and reputation.
• Develop and refine appropriate language scripts for demands received through contact channels.
• Assist leaders and team members in decision-making.
• Escalate critical cases and process improvement opportunities to leaders. 
• 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 balance.

WHO YOU ARE

• Advanced knowledge in Google Suite (Sheets, Slides, Docs).
• Knowledge of Reclame Aqui metrics for reputation calculation.
• Familiarity with Wellhub's internal tools (Zendesk, Jira, Beedoo, Metabase, etc.).
• Basic English.
• Highly organized and committed to team goals and Wellhub's mission.
• Exceptional communicator (both oral and written).
• Analytical and strategic thinker with the ability to analyze data and charts.
• Strong interpersonal skills and adept at building rapport.
• Active listener capable of interpreting nuances in conversation.
• Inquisitive and skilled negotiator.
• Efficient problem-solver.
• Detail-oriented and attentive to evidence.
• Collaborative team player. Excellent time management. 

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 service (Reclame Aqui) and an analytical profile are mandatory requirements.

 

WHAT WE OFFER YOU (Latam)

We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs!

Our benefits include:

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. 

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.  

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page! 

 

And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

 

Diversity, Equity, and Belonging at Wellhub

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.

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

#LI-REMOTE, #LI-HYBRID