CX Knowledge Base Specialist

About the role

We are hiring a CX Knowledge Base Specialist to our Customer Experience team in São Paulo. Our mission is to continually elevate the overall customer experience by improving operations with a customer-centric mindset. As part of the CX Processes & Quality team, you will be responsible for managing our knowledge base and creating macro scripts that empower the CX Operation agents to provide seamless and quality support. You will also work closely with cross-functional teams to ensure our knowledge base and scripts are optimized and ready for new products and features. Ultimately, you will directly improve the productivity and quality of our customer service for Wellhub Users globally.

Responsibilities

• Create Clear Knowledge Base Documentation: Translate and curate technical processes, concepts and flows produced by other departments into clear, concise and easy to understand instructions to customer support agents and tech leads.
• Maintain and Improve the Content: Perform continuous maintenance and review of all content for accuracy, organization, readability, and other requirements (format, style and tone).
• Analyze and Report on Data: Monitor and report the knowledge base health, building reports and analysis on usage, patterns, trends etc to make suggestions of improvements.
• Collaborate with other teams: Engage and collaborate closely with other CX functions (Process, Quality, Operations, Digital, etc.) to collect feedback and continuously improve the agents' Knowledge Base seeking enhance customer satisfaction.
• 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.

Requirements

• If you are from São Paulo, this is a hybrid position and you need to go to the office just when requested.
• An effective communicator with the ability to translate complex technical changes into clear, actionable insights for diverse audiences.
• A collaborative influencer who can work across diverse teams and drive alignment with various stakeholders.
• A detail-oriented investigator possessing strong problem-solving skills and a keen eye for operational nuances.
• An analytical and customer-focused professional who leverages data and operational processes to elevate the customer service agent experience.
• An adaptable professional who thrives in fast-paced environments and can pivot quickly to address evolving challenges and processes.
• A bilingual professional fluent in Portuguese and advanced in English to collaborate with our global teams.
• A CMS and HTML specialist proficient in Content Management Systems-such as Zendesk, Confluence, or Document360-and foundational HTML will be a differentiator.
• AI-oriented: A learner's mindset toward Artificial Intelligence concepts to enhance and optimize global CX operations is highly valued.
• 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 pers

Benefits

Additional Information

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!

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