Projects Specialist - Cx Tools

TL;DR

Projects Specialist - CX Tools: Implementing initiatives inside the Customer Experience area, including systems and tools improvements with an accent on optimizing our CX support processes. Focus on scaling our CX operations globally, coordinating CX improvement prioritization, and establishing best-in-class documentation.

Location: Hybrid (São Paulo, Brazil)

Company

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

What you will do

• Map and optimize tool workflows for CX ticketing platforms like Zendesk.
• Identify improvement opportunities and monitor CX agents systems usage.
• Coordinate CX improvement prioritization by translating CX needs into requirements for technical teams.
• Establish best-in-class documentation and maintain process guides for CX agents.
• Work on improvement projects, guaranteeing process creation, adoption, and monitoring.
• Inspire and empower others by bringing wellbeing to the forefront of work.

Requirements

• A structured process expert with proven experience in making CX tools well adopted by CX operations.
• A collaborative influencer who can work across diverse teams to drive alignment.
• A proactive problem-solver who anticipates system gaps and implements solutions.
• An analytical thinker proficient in Excel/Google Sheets to track system performance and trends.
• A bilingual professional fluent in Portuguese and advanced in English to collaborate with global teams.
• A project expert with the ability to lead and manage projects effectively.

Nice to have

• Zendesk or similar platform knowledge.

Culture & Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources.
• A complete emotional wellbeing program with individual therapy sessions and on-demand content.
• Flexible work options to give you the freedom to work in a way that suits you.
• Paid time off, including vacations after 6 months, additional days off per year, and an extra holiday for your birthday.
• Paid parental leave for all new parents, with extended leave and a ramp-back period for parents giving birth.
• Access to world-class platforms, interactive sessions, and personalized development roadmap for continuous learning and feedback.