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 to our New Ventures team in São Paulo!

This role is to join the New Ventures team with the mission to create the best partner and customer service experience in the world! We value empathy through active listening and identifying real issues, leveraging knowledge in business, process, tools, and relationships to deliver effective and impactful solutions. 

YOUR IMPACT

  • Provide multi-channel support.
  • Handle inquiries through phone, email, help center, chat, WhatsApp, and any other necessary operational channels. 
  • Deliver technical and non technical support with attention to detail, always aiming to resolve the partner's and/or customer's issue in the FIRST interaction.
  • Listen to and understand the partner's and/or customer's real problem before taking action.
  • Identify the most suitable playbook for each situation, with the autonomy to make adaptations if necessary, while preserving the Wellhub tone of voice and brand image.
  • Address internal client demands related to partners and/or customers.
  • Adhere to Wellhub's standards of service excellence.
  • Ensure the collection and accurate input of relevant data and proper tagging in Zendesk.
  • Update reports on partner and/or customer behavior.
  • Escalate critical cases and/or SLA breaches by support areas to leadership immediately.
  • Focus on productivity and quality metrics within the team's goals: CSAT, FCR, SLA, and NPS.
  • 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

  • Excellent oral and written communication skills.
  • Be an outgoing, communicative person with the ability to build empathy easily.
  • Have a sense of urgency, organization, and responsibility.
  • Be comfortable with web technologies, CRM systems, and customer service software.
  • Previous experience as an agent.
  • Adapt easily to change.
  • Familiarity with Microsoft Office and Google Apps is a plus.
  • English skills is a plus.

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 as an agent is a mandatory requirement.

 

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:

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. 

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. 

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Wellhub is committed to providing a welcoming and inclusive work environment, beginning with the application process. We recognize that we are not all alike, and this is our greatest strength.  We hire talented and diverse individuals not only because it is the right thing to do, but also because it strengthens our company. We know that combining our diverse cultures, experiences, and perspectives will help us achieve our mission of making the world a healthier place.


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