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Digital CX Specialist

2 weeks, 6 days ago
Brazil
Full-time
Mid Level
Business Intelligence Analyst
Business Intelligence
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 43

Description

  • Analyze digital customer experience channels to generate actionable insights and improvement plans for FAQ and email automation.
  • Support UX Writing efforts by conducting deep-dive analyses to construct, optimize, edit, and create Help Center articles.
  • Manipulate and interpret data to inform decisions and identify opportunities to improve customer experience metrics.
  • Improve processes and performance for FAQ and email automation channels.
  • Propose improvements and innovations for the Help Center using a cross-channel, data-driven perspective.
  • Collaborate with connected teams to anticipate, solve, and understand issues and operational impacts.
  • Work with the technology team to resolve product errors and implement enhancements for digital channels.
  • Use Zendesk and related digital CX tools to support Help Center operations and automation.
  • Help users through the Help Center by identifying issues and supporting effective digital self-service experiences.

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 and proficiency in UX Writing.
  • Knowledge of workflow automation tools is a plus.
  • Strong conflict resolution skills and the ability to proactively identify obstacles and create creative alternative solutions.
  • High sense of urgency and 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 when 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 work options, including hybrid and remote arrangements.
  • Home office reimbursement to help set up your workspace.
  • Flexible schedules aligned with time zones, team needs, and personal routines.
  • Paid time off, including vacation after 6 months, extra annual days off, birthday off, and tenure-based additional days.
  • 100% paid parental leave, with extended leave and a ramp-back period for parents giving birth.
  • Career growth support through learning platforms, development roadmaps, and internal opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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