User Support Analyst

Your well-being, our mission. Join a company that makes the world healthier. GET TO KNOW US We are revolutionizing corporate well-being. Our platform connects employees around the world to the best partners in physical exercise, mindfulness, therapy, nutrition, and sleep routines – all in one subscription. Based in New York with teams in Europe, North America, and South America, our mission is to make every company a well-being company. We believe that work should be rewarding, inspiring, and balanced. Here, you will find a team that values well-being, collaboration, and diverse perspectives, in a place where passion and creativity break boundaries to create real impact. Your contributions will help build a healthier world, for you and millions of people globally. THE OPPORTUNITY We are hiring a CX Analyst in a position 100% affirmative for People with Disabilities to join our Business Transformation team in Brazil! In this role, you will be the direct point of contact for our end users, ensuring a welcoming, efficient, and high-quality experience across all our service channels. If you are looking for an inclusive, dynamic environment focused on making a positive impact on people's lives, this opportunity is for you! YOUR IMPACT - Ensure the satisfaction and delight of our end users through multi-channel support (email, chat, and phone). - Provide accurate and complete solutions to questions and requests, using structured methodologies and tools. - Build trusting relationships with customers through empathetic, clear, and transparent communication. - Keep CRM system records updated, categorizing tickets agilely and following up until final resolution. - Follow internal processes and policies, identifying problem trends and escalating critical points to leadership when necessary. - Meet individual and team goals for productivity and quality, collaborating directly with different areas of the company. - Process approvals and reimbursements, ensuring the best user experience. - Live the mission: inspire and empower others by prioritizing your own well-being and that of your colleagues. Create a supportive environment where everyone feels comfortable taking care of themselves and finding a balance between work and personal life. WHO YOU ARE - High school diploma (higher education will be considered a plus). - Affirmative and exclusive position for People with Disabilities. - Previous experience with customer service, multi-channel support, and written communication. - Knowledge of or ease of learning CRM tools (Zendesk is a plus). - Excellent written communication, fluency in Portuguese, and ease with digital tools. - Availability to work the afternoon/evening shift. Even if you don't meet 100% of the job requirements, apply! We would be happy to receive your application and analyze your fit for our team. Just keep in mind that previous experience with customer service, multi-channel support, and written communication are mandatory for this specific role. WHAT WE OFFER YOU We have created a work environment for you to thrive in every dimension of your life. We do this through well-thought-out benefits, resources for emotional well-being, and a culture that empowers each person to truly connect with their role here and own it, while balancing that with their own well-being. Our flexible benefits program helps you customize them according to your needs! Our benefits include: 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 that those who matter most to you have access to well-being. WELLZ: A unique and complete resource for mental well-being. Wellz offers personalized journeys that combine weekly cognitive-behavioral therapy sessions (52 per year) and on-demand content. HEALTH AND 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 works best for you. The work 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 office! PAID TIME OFF: Disconnecting and recharging is very important. That's why we offer vacation after 6 months of work + 3 days off per year + 1 day off for every year at the company (up to 5 days) + 1 day off in your birthday month! PAID PARENTAL LEAVE: Welcoming a new member to the family is one of the most special moments in life. We want every employee to be truly present and enjoy this family time. That's why we offer 100% paid parental leave to all new parents. Those who give birth are also entitled to extended leave (Empresa Cidadã) and a ramp-back period, where they can work part-time until they adjust to the new routine. PROFESSIONAL DEVELOPMENT: Get access to global learning platforms, participate in interactive sessions, build your personalized development map, and explore our internal opportunities. Here, we focus on continuous learning and feedback to support your journey toward success – both personal and professional. CULTURE: You will join a team of dedicated people who come together to break boundaries, support each other, and create lasting impact in corporate well-being. We win together, cultivating trusting relationships through transparent communication and a culture where every perspective matters. [Learn more about our values and culture.](https://wellhub.com/en-us/careers/our-values/) Want to see what it's really like to work here? Follow us on [Instagram](https://www.instagram.com/lifeatwellhub/) @lifeatwellhub and watch our team's video on [YouTube](https://www.youtube.com/watch?v=ZgIPiszTVm4) ! Diversity, Equity, Inclusion, and Belonging @ Wellhub We seek to create a collaborative, welcoming, and inclusive environment where everyone feels they belong. Wellhub is an employer committed to promoting equal opportunities. All qualified applicants will be considered equally, without discrimination based on 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. Our commitment to inclusion also extends to how we recognize and compensate our employees. We are proud to be a Syndio Fair Pay Certified company, a certificate that reflects our ongoing dedication to fair and equitable compensation practices across our global team. [Read more here.](https://www.linkedin.com/posts/wellhubfairpay-syndio-activity-7407826561531363328-wbN?utmsource=share&utmmedium=memberdesktop&rcm=ACoAAAzHQWABKsRqcpvxy4QpDCJNeszRdC4hgY) Questions about how we handle your personal data? [Consult our Job Applicant Privacy Notice.](https://wellhub.com/en-us/careers/job-applicant-privacy-notice/#:~:text=Aviso%20de%20Privacidade%20para%20Candidatos) #LI-REMOTE