CX Partners Analyst - Bilingual

Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

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 11 countries, 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.

Join us in redefining the future of wellbeing!

THE OPPORTUNITY

We are hiring a CX Partners Analyst - Bilingual to our Business Transformation team in São Paulo!

We are looking for a CX Partners Analyst to join the Business Transformation Department in São Paulo , focusing on providing exceptional support to our US partners. This role will be the first point of contact for US partners, primarily via email, chat, and WhatsApp, responsible for handling tickets, resolving technical and complex issues, and utilizing critical thinking and problem-solving skills to navigate complex inquiries and ensure partner satisfaction.

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 wellness.

WHO YOU ARE

• High School/Technical school completed. A degree is a plus.

• Knowledge of CRMs (e.g., Zendesk, Darwin, Salesforce, if applicable) and Analytics tools (e.g., Google Looker, Tableau, Metabase).

• Excellent grammar and computer skills. Knowledge of Google Workspace is a plus.

• Previous experience with CX, multi-channel, and written customer support.

• Native Portuguese and Advanced English is mandatory.

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 CX customer support and Advanced English are mandatory requirements.

WHAT WE OFFER YOU

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life.

Our flexible benefits program allows you to customize some of the benefits, according to your needs!

Our benefits include:

WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.

WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.

HEALTHCARE: Health, dental, and life insurance.

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.

PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.

CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.

CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here.

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.

BR-REMOTE #SP-HYBRID #LI-RA1