CX Analyst

Role Overview

• Ensure customer satisfaction by managing all communications (email, chat, phone).
• Provide accurate and complete solutions to questions and complaints using established methods and tools.
• Build sustainable relationships and trust through empathetic, open communication, conducting thorough account research to ensure proper resolution.
• Manage and update CRM records accurately, categorizing tickets immediately 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.
• Meet individual and team goals for quality and productivity, collaborating closely with multiple departments to support all operations.
• Handle additional responsibilities, such as processing refunds and approvals.
• Deliver excellent service, always being helpful and empathetic.
• Commit to the training and guidance provided to stay up to date on processes.
• Live the mission: inspire and empower others by prioritizing your own and your colleagues’ well-being. Create a supportive environment where everyone feels comfortable taking care of themselves and finding a healthy work-life balance.

Requirements

• High school diploma or technical secondary education completed. Higher education is a plus.
• Experience 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 in CX, omnichannel, and written customer support.
• Native Portuguese. Intermediate/advanced English is a plus.

Tech Stack

• Tableau

Benefits

• WELLHUB: Free Gold+ plan with access to thousands of gyms and studios, digital fitness programs and online resources for meditation, nutrition, mental health support, sleep routines, and more. You can also add up to 3 family members to your plan so those who matter most to you also have access to well-being resources.
• WELLZ: A unique, comprehensive mental well-being resource. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) with on-demand content.
• HEALTH AND CARE: Health insurance, dental plan, and life insurance.
• PAID TIME OFF: Disconnecting and recharging is important. We offer vacation after 6 months of employment + 3 days off per year + 1 additional day off for each year with the company (up to 5 days total) + 1 day off in your birthday month!
• PAID PARENTAL LEAVE: Welcoming a new family member is one of life’s most special moments. We want every employee to be truly present and enjoy that time with their family. We offer 100% paid parental leave to all new parents. People who give birth also receive extended leave (Company Citizen policy) and a ramp-back period where they can work part-time until they adjust to their new routine.
• PROFESSIONAL DEVELOPMENT: Access global learning platforms, participate in interactive sessions, build your personalized development map, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward success—both personal and professional.
• CULTURE: Join a dedicated team that comes together to push boundaries, support one another, and create lasting impact in corporate wellness. We win together by cultivating trust through transparent communication and a culture where every perspective matters.