Bilingual CX Partners Analyst

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 Bilingual CX Partners Analyst  to our CX Partners team in São Paulo! 

 

YOUR IMPACT

• As a Partner Support Agent, you'll provide Partner support (Partners and Personal Trainers).
  
• You will serve as our Partner’s main point of contact when issues and questions arise, ensuring exceptional service delivery to Partners' satisfaction.
  
• Provide timely and effective resolutions to Partner inquiries, mainly via email, chat, and WhatsApp, ensuring a seamless experience.
  
• Assess and analyze Partners’ needs, escalate issues to other Wellhub services or technical departments when necessary. Ensure follow-up on escalated issues to maintain a high standard of service.
  
• Stay informed about product updates and improvements to provide accurate and up-to-date information to Partners
  
• Utilize our CRM to research product and service details, ensuring precise and helpful information is provided to Partners and Personal Trainers.
  
• Ensure adherence to all operational and compliance procedures, maintaining the highest standards of service integrity.
  
• Be flexible, resourceful, and capable of managing multiple tasks simultaneously while prioritizing effectively to provide timely solutions.
  
• Approach Partner inquiries with critical thinking and problem-solving skills, with the ability to navigate complex partner issues and deliver satisfactory resolutions.
  
• Alignment with company values, emphasizing customer satisfaction, well-being, and work-life balance.
  
• 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

• Previous customer support experience with the US market.
• Previous experience with CX, multi-channel, and written B2B customer support. 
• High School/Technical school completed. A degree is a plus.
• Knowledge with CRMs (e.g., Zendesk, Darwin, Salesforce) and Analytics tools (e.g., Google Looker, Tableau, Metabase).
• Excellent grammar and computer skills. Knowledge of Google Workspace is a plus. 
• Fluent in English is mandatory.

 

WHAT WE OFFER YOU

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:

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.

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. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

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. 

 

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