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;

Customer Experience Analyst (English Speaking)