Customer Experience Analyst – B2B

Role Overview

• Provide customer support through multiple channels (email, chat, and phone).
• Resolve complex technical issues, including billing, employee eligibility, and general account inquiries.
• Operate within Wellhub's quality, productivity, and operational metrics.
• Follow knowledge base articles and processes specific to each reason for contact.
• Meet quality standards and SLAs for first response and total resolution time.
• Immediately escalate critical cases or cases with breached SLAs to leadership.
• Systematically collect and synthesize customer feedback to identify trends, contribute to product/service improvements, and inform strategic business decisions.
• 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 certificate required (a university degree is a plus).
• Experience with CRM tools, specifically Zendesk and Salesforce.
• Consultative experience with Metabase.
• Excellent grammar and general computer skills.
• Knowledge of Google Workspace is a plus.
• Previous experience in CX (Customer Experience) in a multichannel environment.
• Proactive profile with strong self-management and autonomy.
• Native Portuguese required.
• Intermediate to advanced English is a strategic advantage for career development at the company.

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, ensuring those who matter most have access to wellbeing.
• WELLZ: A unique, comprehensive mental wellbeing resource. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) with on-demand content.
• HEALTH & CARE: Health insurance, dental plan, and life insurance.
• FLEXIBLE WORK: With a work regime that prioritizes flexibility, we offer hybrid and remote positions so you have the freedom to work in the way that suits you best. The working model for this specific role can be discussed with the recruiter and leadership. When you join Wellhub, you can also use our home office reimbursement to set up your home workspace!
• PAID TIME OFF: Disconnecting and recharging is important. We offer vacation after 6 months of employment + 3 additional days off per year + 1 additional day off for each year at the company (up to 5 days) + 1 day off during 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 this family time. For this reason, we offer 100% paid parental leave to all new parents. Birth parents are also entitled to extended leave (Empresa Cidadã) and an adaptation (ramp-back) period, during which they can work part-time until they adjust to the new routine.
• PROFESSIONAL DEVELOPMENT: Access global learning platforms, participate in interactive sessions, build your personalized development plan, and explore our internal opportunities. We focus on continuous learning and feedback to support your journey toward success — both personal and professional.
• CULTURE: You'll join a team of dedicated people who come together to push boundaries, support one another, and create lasting impact in corporate wellbeing. We win together, cultivating trusting relationships through transparent communication and a culture where every perspective matters.