Cx Manager (Latam)

TL;DR

Cx Manager (Latam): Leading and optimizing customer experience operations for Mexico, Argentina, and Chile with an accent on process optimization, data-driven decision making, and team leadership. Focus on enhancing service delivery, quality assurance, and cross-functional collaboration in a hybrid work environment based in São Paulo.

Location: São Paulo, Brazil (Hybrid)

Company

hirify.global is a global wellness platform headquartered in NYC, connecting employees worldwide to fitness, mindfulness, therapy, nutrition, and sleep resources through a subscription model.

What you will do

• Identify and implement initiatives to streamline CX operations and improve service quality.
• Track and analyze customer service metrics to inform decisions and report to leadership.
• Lead, hire, train, and coach a team of CX specialists fostering a positive and accountable culture.
• Develop and maintain quality assurance programs for consistent customer interactions.
• Collaborate cross-functionally with Product, Customer Success, and other teams to align CX initiatives.
• Promote wellbeing and a supportive work environment within the team.

Requirements

• Location: Based in São Paulo, Brazil with hybrid work format
• English proficiency is mandatory; advanced Spanish highly desirable
• Experience in CX, customer support, or operations with people management background.
• Strong analytical skills with experience in data analysis and reporting tools (Power BI, Tableau, Zendesk Explore).
• Familiarity with CRM and CX platforms such as Zendesk, Salesforce, and HubSpot.
• Experience working in fast-paced, high-growth tech or SaaS environments.

Culture & Benefits

• Flexible benefits program including wellness memberships and emotional wellbeing resources.
• Health, dental, and life insurance coverage.
• Flexible work options with hybrid and remote possibilities.
• Paid time off including vacation, additional days off, and paid parental leave.
• Career growth opportunities with access to learning platforms and internal mobility.
• Inclusive and diverse work environment committed to equitable pay and belonging.