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CX Client Retention Growth Analyst

CX Client Retention Growth Analyst role in São Paulo.
Wellhub
Remote
Hybrid
On-Site
Brazil
Undisclosed salary
Job Description
Wellhub, formerly Gympass, is seeking a CX Client Retention Growth Analyst to join their Customer Experience team in São Paulo. Wellhub is a corporate wellbeing platform connecting employees to fitness, mindfulness, therapy, nutrition, and sleep resources. The company values employee wellbeing and offers opportunities for career growth in a fast-growing tech environment.

The CX Client Retention Growth Analyst will play a crucial role in delivering exceptional support to partners and clients through various channels. They will actively listen to and understand customer issues, providing empathetic and efficient solutions. The ideal candidate is a proactive communicator with strong problem-solving skills and a passion for delivering outstanding experiences.

Role Involves:
  • Offering support via phone, email, help center, chat, and WhatsApp.
  • Providing technical and non-technical support, aiming for first-contact resolution.
  • Understanding partner and client issues before acting.
  • Identifying and adapting playbooks for different situations.
  • Handling internal client-related requests.
  • Maintaining appropriate tone of voice.
  • Collecting and recording relevant data in Zendesk.
  • Providing reports on partner and client behavior.
  • Escalating critical cases to leadership.
  • Focusing on productivity and quality metrics.

Requirements:
  • Residency in São Paulo.
  • Availability to work from the office when requested.
  • Excellent communication skills.
  • Extroverted and empathetic personality.
  • Strong sense of urgency, organization, and responsibility.
  • Comfort with web technologies, CRM systems, and customer service software.
  • Adaptability to change.
  • Alignment with Wellhub's mission.
  • Previous experience as a service agent.

Wellhub Offers:
  • Health, dental, and life insurance.
  • Flexible work arrangements (hybrid or remote).
  • Reimbursement for setting up a remote office.
  • Flexible work schedules.
  • Free Wellhub Gold+ plan and discounted premium plans.
  • Vacation time, days off, and parental leave.
  • Professional growth opportunities.
  • Supportive and diverse culture.
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Wellhub

Wellhub is a corporate wellness platform established in 2012 and headquartered in NYC, connecting employees to a network of partners offering fitness, mindfulness, therapy, nutrition, and sleep resources. Through a single subscription, Wellhub aims to provide a cost-effective and comprehensive employee wellbeing solution. Operating in 11 countries, the company fosters a culture that prioritizes wellbeing and strives to make every company a wellness company. Wellhub is dedicated to growth and expansion, elevating its offerings with a new app experience and an expanded partner network.

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