CX Supervisor (Trilingual – English, Spanish & Portuguese)
The CX Supervisor (Trilingual – English, Spanish & Portuguese) at Wellhub will lead the Business Transformation team in São Paulo, Brazil. This team acts as the primary liaison for Wellhub's Partners ecosystem, offering technical and consultative support across various channels. The supervisor will oversee complex issue resolution, conduct meetings, and ensure excellence in every interaction, transforming feedback into continuous improvement.
Key responsibilities include developing the team's technical and cultural capabilities through one-on-one sessions, performance evaluations, and feedback. The role involves supervising real-time operations, managing team schedules, and ensuring compliance with service level agreements. The supervisor will also monitor backlogs, prioritize critical tickets, conduct quality assessments, and create materials to communicate results and insights. Additionally, the position requires promoting improvements through project initiatives and analyzing customer feedback to identify areas for process enhancement.
Candidates must possess a completed bachelor's degree, with a postgraduate qualification considered a plus. Experience with customer relationship management systems such as Zendesk, Metabase, Darwin, or Salesforce, along with analytics tools like Tableau, is essential. Proficiency in Google Workspace, Jira, and knowledge of customer experience metrics and key performance indicators are required. Familiarity with project management methodologies, including Scrum and Agile, and experience in managing multichannel customer service teams are also necessary. Advanced or fluent proficiency in English and Spanish is mandatory.
Wellhub offers a comprehensive benefits package, including a free Gold+ membership with access to onsite gyms, digital fitness programs, and online wellness resources. Employees can add up to three family members to their plan. The company provides a complete emotional wellbeing program with personalized therapy sessions and on-demand content. Healthcare benefits encompass health, dental, and life insurance. As a Flexible First company, Wellhub offers hybrid and remote work options, with home office reimbursement available. Paid time off includes vacations after six months, additional days off per year, and an extra holiday for birthdays. Paid parental leave is fully covered for all new parents, with extended leave and a ramp-back period for those giving birth.
Wellhub fosters a culture that values wellbeing, collaboration, and diverse perspectives. The company is committed to creating a supportive environment where employees can thrive and contribute to shaping a healthier, more balanced world. With opportunities for personal and career growth, Wellhub encourages continuous learning and development, making it an ideal workplace for those passionate about workplace wellness.