Digital CX Specialist

TL;DR

Digital CX 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 improvements for the Help Center.

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

Company

Revolutionizing workplace wellness platform connecting employees worldwide to fitness, mindfulness, therapy, nutrition, and sleep partners in one subscription. Headquartered in NYC with teams in Europe, North America, and South America.

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 FAQ articles.
• Manipulate data for decision-making and improvement insights on FAQ and Email channels.
• Improve Customer Experience metrics performance, especially for digital channels.
• Act as cross-channel specialist proposing innovations for Help Center.
• Build relationships with connected teams to predict and solve issues.
• Collaborate with technology team on product errors and digital channel improvements.
• 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, FAQ management, and email automation.
• Advanced data analysis skills and proficiency in UX Writing.
• Strong conflict resolution, high urgency, and ability to manage priorities in fast-paced environment.
• Excellent verbal and written English skills (mandatory).

Nice to have

• Knowledge of workflow automation tools.

Culture & Benefits

• Flexible First: hybrid and remote options, home office reimbursement, flexible schedules aligning with time zones.
• hirify.global Gold+ membership for you and family, access to gyms, digital programs, wellness resources.
• WellZ emotional wellbeing program with therapy sessions and on-demand content.
• Healthcare: health, dental, life insurance.
• Paid time off: vacations after 6 months, additional days per year/tenure, birthday holiday.
• Paid parental leave with extended options for birthing parents.
• Career growth: learning platforms, development roadmaps, internal opportunities.