Projects Specialist - CX Tools
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 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.
Join us in redefining the future of wellbeing!
THE OPPORTUNITY
We are hiring a Projects Specialist - CX Tools to our CX Enablement team in São Paulo!
The CX Project Team is responsible for implementing initiatives inside the Customer Experience area, including systems and tools improvements. As a CX Tools Specialist, you will be the guardian of our ticketing workspace, ensuring that our CX agents have clear guidelines on how to use our tools to serve our customers, while optimizing our CX support processes.
You will join a dynamic environment where process improvement meets project innovation, playing a critical role in scaling our CX operations globally.
YOUR IMPACT
- Map and optimize tool workflows: Own the end-to-end process mapping for CX ticketing platform, such as Zendesk, to eliminate friction for agents and customers during customer support.
- Identify improvement opportunities: Proactively monitor CX agents systems usage, finding opportunities for automation and process optimization.
- Coordinate CX improvement prioritization: Translate CX needs into requirements for our technical teams, coordinating and organizing prioritization recommendations.
- Establish best-in-class documentation: Create and maintain process guides that empower CX agents to use our tools effectively.
- Work on improvement projects: be the key stakeholders during CX tools improvement projects, guaranteeing process creation, adoption, and monitoring.
- 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
- A structured process expert with proven experience in making CX tools well adopted by our CX operations.
- A collaborative influencer who can work across diverse teams—from technical engineers to CX stakeholders—to drive alignment.
- A proactive problem-solver who anticipates system gaps and implements solutions before they impact the customer experience.
- An analytical thinker who enjoys using data and spreadsheet proficiency (Excel/Google Sheets) to track system performance and trends. This will be key for prioritization.
- A bilingual professional fluent in Portuguese and advanced in English to collaborate with our global teams.
- A project expert who has the ability to lead and manage projects effectively.
- CX background: Customer interface experience is needed, and Zendesk or any other similar platform knowledge is a very nice-to-have.
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 making CX tools well adopted by our CX operations is a mandatory requirement.
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.
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.