CX Analyst

TL;DR

CX Analyst: Managing and resolving user requests through e-mail and chat, ensuring a positive and seamless customer journey with an accent on providing clear and effective solutions. Focus on meeting daily performance goals and identifying recurring issues to improve processes.

Location: Hybrid role based out of Bucharest, Romania. Must be based in Bucharest with ability to work from the office as required.

Company

hirify.global (formerly Gympass) is a global leader in corporate wellness, providing a platform that connects employees worldwide to partners for fitness, mindfulness, therapy, nutrition, and sleep.

What you will do

• Manage and resolve user requests via email and chat, providing clear and effective solutions.
• Act as the voice of the company, ensuring a positive and seamless user journey.
• Meet daily performance goals (SLA) while maintaining high satisfaction scores (CSAT).
• Identify recurring issues and report them to the leadership team to help improve processes and tools.
• Inspire and empower others by genuinely caring for your own and your colleagues' wellbeing.

Requirements

• Must be based in Bucharest, Romania (ability to work from the office as required).
• Previous experience in Customer Experience (CX), customer support, or similar service-oriented roles.
• Fluent English (speaking and writing) is mandatory to interact with our global team and users.
• Strong written communication skills with the ability to convey information clearly and empathetically.
• Comfort with digital tools, chat platforms, and CRM systems.
• Resilience and ability to handle high-volume requests.

Culture & Benefits

• Access to the 7CARD network of sports & relaxation centers in Romania.
• Flexible First company offering hybrid options, a one-time reimbursement for home office setup, and a monthly work allowance.
• Flexible schedule allowing employees to define schedules aligning with time zones, team needs, and personal routines.
• Minimum 25 days paid holiday per year, with additional days for tenure (up to 5) and an extra holiday on your birthday.
• 100% paid parental leave for all new parents, with extended leave for parents giving birth and a ramp-back period.
• Access to world-class platforms, interactive sessions, and internal opportunities for continuous learning and career growth.
• Join a collaborative, supportive, and inclusive team focused on breaking boundaries and creating meaningful impact in workplace wellness.