Cx Process Specialist

TL;DR

CX Process Specialist: Optimizing the processes of the global CX operations for New Business teams with an accent on mapping, documentation and improvement of business processes to enhance the customer experience. Focus on identifying customer pain points by analyzing data and support tickets, working with internal teams to solve them.

Location: São Paulo, Brazil (Hybrid)

Company

hirify.global is revolutionizing workplace wellness by connecting employees worldwide to partners for fitness, mindfulness, therapy, nutrition, and sleep.

What you will do

• Optimize Customer Journeys: Map and improve business processes to enhance the customer experience for users, clients, and partners.
• Create Clear Knowledge Base Documentation: Develop and maintain process documentation and instructions for CX New Business agents.
• Analyze and Report on Data: Use customer service data to identify trends, pain points, and opportunities, then create reports with clear, actionable insights.
• Partner with internal teams to find and solve the root cause of customer problems and champion customer needs in stakeholder meetings.
• Inspire and empower others by caring for your own wellbeing and your colleagues.

Requirements

• Languages: Fluent in Portuguese and advanced in English.
• Proven experience in making processes more efficient and effective, with a focus on optimization. Lean Six Sigma or process improvements methodologies is a plus.
• Ability to lead and manage projects effectively.
• Ability to identify customer pain points by analyzing data and support tickets.
• Excellent communication skills to explain complex changes clearly to diverse audiences.
• Eagerness to learn about and apply Artificial Intelligence concepts to optimize CX processes is highly valued.

Culture & Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources.
• Complete emotional wellbeing program with personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• Health, dental, and life insurance.
• Flexible work: hybrid.
• Flexibility to shape how and when you get things done.
• Paid time off and paid parental leave.