Digital Channels Specialist

About the role

We are hiring a Digital Channels Specialist to our Business Transformation team in Brazil! As a digital channels specialist, your main goal is to provide achievable insights and action plans for FAQ and Email automation channels based on a critical analytical sense to improve both performance and experience. Be aware of the related teams' processes, the business rule, projects, and the product itself to make a good cause and effect analysis for the metrics, solve and predict any issues and help users through the Help Center.

Responsibilities

• Focus on the user experience through digital channels.
• Provide deep-dive analyses to support UX Writing guide in constructing, optimizing, editing, and creating articles in the FAQ.
• Manipulate data to help with decision-making and bring improvement insights for the FAQ and Email automation.
• Improve processes for the Customer Experience metrics performance, especially on the FAQ and Email automation channels.
• Act as a cross-channel specialist and have a data vision to propose improvements and innovations for the Help Center.
• Be proactive to establish good relationships with connected areas to predict, solve and understand the actions and issues.
• Work with the technology team to solve product errors and implement improvements for digital channels.
• Understand and work with the Zendesk tool.
• 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

• For candidates residing in São Paulo, the role follows a flexible model. You will be required to visit the office only when requested.
• Bachelor's degree in Engineering, Business, Marketing, or a related field.
• Hands-on experience with digital customer experience tools, including FAQ management and email automation.
• Advanced data analysis skills and proficiency in UX Writing.
• Knowledge of workflow automation tools is a plus.
• Experience with chatbots.
• Strong conflict resolution skills and the ability to proactively identify obstacles and create creative, alternative solutions.
• High sense of urgency and the ability to manage multiple, competing priorities simultaneously with minimal supervision.
• Comfortable thriving in a fast-paced, highly dynamic environment with a strong attention to detail.
• Excellent verbal and written English skills is mandatory.
• 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.

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!

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at gympass? Share your experience