CX Specialist - German & English Speaker

About the role

We are hiring a CX Specialist - German & English Speaker to our CX End-User team in Spain ! This role is responsible for delivering high-quality support to Wellhub's End Users, acting as a key point of contact for complex and escalated inquiries across multiple channels. The position goes beyond basic troubleshooting, requiring the ability to diagnose technical issues, manage high-friction situations, and provide tailored solutions that ensure ecosystem health and long-term user retention.

Responsibilities

• Ensure customer satisfaction by managing all communications (email, chat, phone)
• Providing accurate, complete solutions to inquiries and complaints using established methods and tools.
• Build sustainable relationships and trust through empathetic, open communication, while diligently researching customer accounts for proper resolution.
• Manage and update CRM records accurately, categorizing tickets promptly and consistently, and follow up on pending issues to ensure timely resolution.
• Adhere to all processes and policies, proactively escalating trends or critical issues to leadership when necessary.
• Achieve personal and team targets for quality and productivity, and collaborate closely with multiple departments to support all operations.
• Handle additional responsibilities such as processing refunds and approvals.
• Ensure excellent service, always being helpful and empathetic.
• Committing to the training and guidance received to always be updated on the processes.
• 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

• High School/Technical school completed. A degree is a plus.
• Knowledge with CRMs (e.g., Zendesk, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau, Metabase).
• Excellent grammar and computer skills.
• Knowledge of Google Workspace is a plus.
• Previous experience with CX, multi-channel, and written customer support.
• Native German and advanced English are mandatory.
• Availability to work from 11:30am - 8pm.
• 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 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.
• HEALTHCARE: Health insurance.
• PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!).
• PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to retur

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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