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Customer Journey Specialist

2 months ago
Brazil
Full-time
Mid Level
Customer Success
Data Science and Analytics
Apply Now
Wellhub

Wellhub

Wellhub: An Upstream OS for data-driven decisions, optimizing production, reducing costs, and minimizing downtime in the Oil & Gas industry.

Gas Utilities
1-10
Founded 2016
View All Jobs 30

Description

  • Focus on user experience across digital support channels.
  • Provide deep-dive analyses to support UX writing and FAQ content creation, optimization, and editing.
  • Manipulate and analyze data to generate improvement insights for FAQ and email automation.
  • Improve customer experience processes and performance metrics across FAQ and email automation channels.
  • Act as a cross-channel specialist to propose improvements and innovations for the Help Center.
  • Build proactive relationships with connected teams to anticipate, solve, and understand issues.
  • Partner with the technology team to resolve product errors and implement digital channel improvements.
  • Work with Zendesk and Ultimate AI-Zendesk integration to support channel operations.
  • Help identify issues, predict impacts, and support users through the Help Center.

Requirements

  • Bachelor’s degree in Engineering, Business, Marketing, or a related field.
  • Proven experience with Ultimate AI-Zendesk integration is mandatory.
  • Hands-on experience with digital customer experience tools, including FAQ management and email automation.
  • Advanced data analysis skills.
  • Proficiency in UX writing.
  • Knowledge of workflow automation tools is a plus.
  • Strong conflict resolution skills and the ability to identify obstacles and create alternative solutions proactively.
  • Ability to manage multiple competing priorities with minimal supervision.
  • Comfortable working in a fast-paced, highly dynamic environment with strong attention to detail.
  • Excellent verbal and written English skills are mandatory.
  • For candidates in São Paulo, the role follows a flexible model with office visits required only երբ requested.

Benefits

  • Free Gold+ Wellhub membership with access to onsite gyms, studios, digital fitness programs, and wellness resources.
  • Ability to add up to three family members to the Wellhub plan.
  • Wellz emotional wellbeing program with 52 therapy sessions per year and on-demand content.
  • Health, dental, and life insurance.
  • Flexible First work model with hybrid and remote options.
  • Home office reimbursement.
  • Flexible schedule aligned with time zones, team needs, and personal routines.
  • Paid time off, including vacation after 6 months, additional annual days off, a birthday day off, and tenure-based extra days.
  • 100% paid parental leave, with extended leave and ramp-back for parents giving birth.
  • Career growth support through learning platforms, interactive sessions, development roadmaps, and internal opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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