Customer Journey Specialist

TL;DR

Customer Journey Specialist: Provide achievable insights and action plans for FAQ and Email automation channels based on critical analytical sense to improve performance and user experience. Focus on deep-dive analyses supporting UX Writing, data manipulation for decision-making, and proactive issue prediction and resolution in the Help Center.

Location: Brazil (Remote). For candidates residing in São Paulo, the role follows a flexible model requiring office visits only when requested. Excellent verbal and written English skills mandatory.

Company

Platform connecting employees worldwide to fitness, mindfulness, therapy, nutrition, and sleep partners via a simple subscription.

What you will do

• Focus on user experience through digital channels like FAQ and Email automation.
• Provide deep-dive analyses to support UX Writing in constructing, optimizing, and creating Help Center articles.
• Manipulate data for decision-making and deliver improvement insights for FAQ and Email channels.
• Improve Customer Experience metrics performance, especially for FAQ and Email automation.
• Act as cross-channel specialist proposing innovations for the Help Center using data vision.
• Build relationships with connected teams to predict, solve issues, and work with technology team on product improvements.
• Understand and work with Zendesk tool.

Requirements

• Bachelor’s degree in Engineering, Business, Marketing, or related field.
• Proven experience with Ultimate AI - Zendesk integration (mandatory).
• Hands-on experience with digital customer experience tools, including FAQ management and email automation.
• Advanced data analysis skills and proficiency in UX Writing.
• Strong conflict resolution skills, high sense of urgency, and ability to manage multiple priorities.
• Excellent verbal and written English skills (mandatory).

Nice to have

• Knowledge of workflow automation tools.

Culture & Benefits

• Flexible work with hybrid/remote options, home office reimbursement, and flexible schedules aligning with time zones.
• hirify.global Gold+ membership for you and family, plus WellZ emotional wellbeing program with therapy sessions.
• Health, dental, life insurance; paid time off including vacations, tenure days, birthday holiday; paid parental leave.
• Career growth via learning platforms, development roadmaps, internal opportunities, and continuous feedback.
• Culture emphasizing wellbeing, collaboration, open communication, diversity, equity, and belonging.