THE OPPORTUNITY

YOUR IMPACT

• 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.

WHO YOU ARE

• 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 Italian and mandatory Spanish. Portuguese (PT) is a plus.

WHAT WE OFFER YOU

• 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!
• HEALTHCARE: Health insurance.
• FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options.
• PAID TIME OFF: Employees receive a minimum of 25 days paid holiday per year with additional days based on tenure.
• PARENTAL LEAVE: 100% paid parental leave to all new parents.
• CAREER GROWTH: Access to world-class platforms and development opportunities.
• CULTURE: A team of passionate people who support each other and create a meaningful impact.

Diversity, Equity, and Belonging at Wellhub