CX Supervisor

Back to jobsCX Supervisor (Trilingual – English, Spanish & Portuguese)Brazil (São Paulo - Hybrid)Apply Your wellbeing, our mission.

Local

São Paulo - SP

Híbrido

Responsabilidades

• Develop technical and cultural capabilities of the team through 1:1s, performance evaluations, IDPs, and feedback.
• Supervise real-time operations, team schedules, and time tracking.
• Supervise backlog, ensuring SLA compliance and operational flow.
• Highlight impacts and demonstrate urgency and criticality in tickets, while prioritizing action and follow-up on scalable cases (Tickets & Jiras)
• Conduct quality monitoring with structured feedback.
• Create materials and presentations to communicate results and insights.
• Promote improvements and innovations through sprints and project initiatives.
• Execute analyses and deep dives to identify opportunities for process and delivery improvements.
• Monitor team strategies daily, making necessary adjustments to ensure the best customer experience and achievement of Wellhub's KPIs and OKRs.
• Contribute to the development and implementation of customer experience strategies and initiatives.
• Analyze customer feedback and data to identify trends and areas for improvement in customer experience.
• (Operational Excellence) Collaborate with other departments (BT / DOTS / WFM) to ensure alignment on customer experience strategies.

Requisitos

• Bachelor's degree completed.
• Postgraduate is a plus.
• Experienced with CRMs (e.g., Zendesk, Metabase, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau).
• Knowledge in Google Workspace, Jira, customer experience metrics, and KPIs.
• Knowledge of project management methodologies (Scrum and Agile).
• Experience in people management and development in multichannel customer service teams.
• Familiarity with B2B service and Agile methodology.
• Advanced/Fluent in English.
• Advanced/Fluent in Spanish.

Benefícios

• 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!
• WELLZ: A complete emotional wellbeing program with a unique approach.
• It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• HEALTHCARE: Health, dental, and life insurance.
• FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you.
• PAID TIME OFF: It's important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life.
• Take the time to be present and enjoy your growing family.
• We offer 100% paid parental leave to all new parents.
• Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities.
• We focus on continuous learning and feedback to support your journey toward personal and professional success.

Carga horária

Hybrid

Sobre a empresa

Join a company shaping a healthier world.

At Wellhub we're revolutionizing workplace wellness.

Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription.

Headquartered in NYC with team members in Europe, North America and South America, we're on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced.

Here, you'll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact.

Your contributions will help shape a healthier, more balanced world for you and millions of people globally.

Join us in redefining the future of wellbeing!

Benefícios

• 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!
• WELLZ: A complete emotional wellbeing program with a unique approach.
• It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• HEALTHCARE: Health, dental, and life insurance.
• FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you.
• PAID TIME OFF: It's important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life.
• Take the time to be present and enjoy your growing family.
• We offer 100% paid parental leave to all new parents.
• Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities.
• We focus on continuous learning and feedback to support your journey toward personal and professional success.