CX Partners Supervisor (Trilingual - English, Spanish & Portuguese)
External
Gympass · (são Paulo - Hybrid), BrazilPrepare for this interview
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About the role
We are hiring a CX Partners ROW Supervisor (Trilingual - English, Spanish & Portuguese) to our Business Transformation team in São Paulo - Brazil! This area serves as Wellhub's specialized voice and ear for our Partners ecosystem, providing technical and consultative support across multiple channels. They conduct meetings, expertly resolve complex issues, and ensure excellence in every interaction, transforming feedback into continuous improvement.
Responsibilities
- Develop technical and cultural capabilities of the team through 1:1s, performance evaluations, IDPs, and feedback.
- Supervise real-time operations, team schedules, and time tracking.
- Supervise backlog, ensuring SLA compliance and operational flow.
- Highlight impacts and demonstrate urgency and criticality in tickets, while prioritizing action and follow-up on scalable cases (Tickets & Jiras)
- Conduct quality monitoring with structured feedback.
- Create materials and presentations to communicate results and insights.
- Promote improvements and innovations through sprints and project initiatives.
- Execute analyses and deep dives to identify opportunities for process and delivery improvements.
- Monitor team strategies daily, making necessary adjustments to ensure the best customer experience and achievement of Wellhub's KPIs and OKRs.
- Contribute to the development and implementation of customer experience strategies and initiatives.
- Analyze customer feedback and data to identify trends and areas for improvement in customer experience. (Operational Excellence)
- Collaborate with other departments (BT / DOTS / WFM) to ensure alignment on customer experience strategies.
Requirements
- Bachelor's degree completed. Postgraduate is a plus.
- Experienced with CRMs (e.g., Zendesk, Metabase, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau).
- Knowledge in Google Workspace, Jira, customer experience metrics, and KPIs.
- Knowledge of project management methodologies (Scrum and Agile).
- Experience in people management and development in multichannel customer service teams.
- Familiarity with B2B service and Agile methodology.
- Advanced/Fluent in English.
- Advanced/Fluent in Spanish.
- 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.
- 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!
- 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
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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