Digital Channels Specialist (Customer Experience)

TL;DR

Digital Channels Specialist (Customer Experience): Improving FAQ and email automation channels to enhance user experience and performance with an accent on data-driven insights and UX writing. Focus on optimizing the Help Center, integrating Ultimate AI with Zendesk, and analyzing CX metrics to drive product improvements.

Location: Must be based in Brazil. For candidates in São Paulo, a flexible hybrid model is applied (office visits upon request).

Company

A global wellness platform connecting employees to fitness, mindfulness, therapy, and nutrition services through a single subscription.

What you will do

• Analyze and optimize FAQ and email automation channels to improve CX metrics and performance.
• Conduct deep-dive analyses to support UX Writing for Help Center articles.
• Collaborate with technology teams to resolve product errors and implement digital channel improvements.
• Use data to drive decision-making and propose innovations for the digital user journey.
• Manage and optimize the Zendesk tool and its integrations to solve and predict user issues.

Requirements

• Must be based in Brazil.
• Mandatory experience with Ultimate AI - Zendesk integration.
• Excellent verbal and written English proficiency.
• Bachelor’s degree in Engineering, Business, Marketing, or a related field.
• Proven experience in FAQ management and email automation.
• Strong data analysis skills and proficiency in UX Writing.

Nice to have

• Knowledge of workflow automation tools.

Culture & Benefits

• Free Gold+ hirify.global membership for the employee and up to three family members.
• Personalized emotional wellbeing program (Wellz) including 52 therapy sessions per year.
• Comprehensive health, dental, and life insurance.
• Flexible work options with home office reimbursement.
• Generous paid time off, including parental leave and birthday holidays.
• Professional development opportunities via world-class platforms and personalized roadmaps.