Your wellbeing matters. Join a company that cares.

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. 

*Big news: Gympass is now Wellhub! 
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. 

THE OPPORTUNITY

We are hiring a CX BPO Coordinator to our Customer Experience team in São Paulo!

In the CX team, our mission is to provide outstanding service to all customers, partners, and users. The End-users team is responsible for managing all user service channels at Wellhub. If you are customer-focused, passionate, and driven by an uncompromising vision to transform the experience we deliver to Wellhub users, this is the right team for you. We work with outsourced operations, so it’s essential that you understand the contact center environment and its key metrics, while also having CX in your DNA and being ready to be a significant change agent in the experience we offer our users.

YOUR IMPACT

• Act as the main point of contact for one of our BPOs.
• Manage all initiatives within the partner operation, including performance, training, replacements, projects, tools, and engagement.
• Serve as a Wellhub spokesperson at the BPO, facilitating communication with internal teams.
• Oversee operational metrics and results, creating action plans for KRs that fall below target.
• Transform BPO performance data into actionable insights to enhance customer experience and internal processes.
• Implement and monitor continuous improvement projects in partnership with internal teams.
• Foster and nurture a culture of well-being within the partner operation.
  
• 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 balance.

WHO YOU ARE

• A recognized leader with experience managing complex customer support teams, with at least 1 year of experience.
• Customer-centric: you work for the customer, understand their pain points and needs, and know how to turn those into actionable improvements.
• Proficient in CX metrics such as CSAT, SLAs, Productivity, QA, First Call Resolution, and related indicators.
• Experienced in BPO operations, with a solid understanding of contact center dynamics and performance improvement levers.
• Intermediate English (advanced is a plus).
• Strong influencing skills, capable of connecting the right people and coordinating communication and task execution.
• Communicates clearly and effectively, adapting to different levels within the organization.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in customer service operations is mandatory for this specific role.

WHAT WE OFFER YOU (Latam)

We're a wellness company that is committed to the health and wellbeing of our employees.

Our benefits include:

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home. 

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. 

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.  

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page! 

And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.