Customer Experience Analyst (English Speaking)

TL;DR

Customer Experience Analyst: Solving patients problems and helping them through their journey with empathy and a solution-oriented mindset with an accent on quality of responses across multiple channels. Focus on collaborating with international teams and contributing to process improvements.

Location: Availability to work in a hybrid model in São Paulo (2 days in office per week). You'll be working with our customers based in the UK. Working schedule: 8am (BR), Sun-Thu / 8am (BR), Tue-Sat.

Company

We are destigmatising how people approach their health by offering easy access to diagnostics and a holistic range of treatments, as well as a community to help proactively improve one’s health and wellbeing.

What you will do

• Providing high quality of responses that solve our patients problems across multiple channels, ensuring SLA compliance
• Be the voice of hirify.global and Voy and working with patients to help guide them through their journey.
• Act proactively to identify root causes and prevent recurring issues
• Collaborate with international teams (especially in the UK) to ensure fast and effective resolutions;
• Contribute to process improvements and enhancements to our patients experience.

Requirements

• Availability to work in a hybrid model in São Paulo (2 days in office per week)
• Working schedule: 8am (BR), Sun-Thu / 8am (BR), Tue-Sat
• Previous experience in customer service, support, or CX operations (bonus points for healthcare)
• Experience handling multiple support channels (email, live chat, social media, phone, etc.);
• Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar;
• Fluent English for written and verbal communication with customers and international teams;

Culture & Benefits

• Competitive salary based on experience;
• Wellhub;
• English course through Cambly;
• Health insurance;
• 5-month maternity leave;
• Childcare allowance;