Customer Experience Analyst (Digital Health)

TL;DR

Customer Experience Analyst (Digital Health): Providing high-quality patient care and support for a UK customer base with an accent on problem-solving across multiple channels and clinical education. Focus on conducting BMI verification consultations via video calls and advocating for the patient's voice within the company.

Location: Hybrid in São Paulo, Brazil (2 days in office per week)

Company

Fast-growing digital health company focused on building the future of healthcare and supporting patients through various treatments.

What you will do

• Provide high-quality patient care by solving problems across multiple channels with efficiency and empathy.
• Act as the voice of patients by sharing their insights and feedback throughout the company.
• Conduct BMI verification consultations for weight management treatments via video calls.
• Educate patients on treatment risks, benefits, side effects, and expected outcomes.
• Proactively identify root causes of issues to prevent recurring problems.
• Collaborate with international teams, especially in the UK, to ensure fast and effective resolutions.

Requirements

• Availability to work in a hybrid model in São Paulo (2 days in office per week).
• Fluent English for written and verbal communication with international teams.
• Previous experience in customer service, support, or CX operations.
• Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar.
• Previous experience in startups and/or digital health companies.
• Comfort with being on video calls for a significant part of the working day.

Culture & Benefits

• Health insurance with co-pay and Gympass.
• Meal/Food voucher (R$40/day).
• Cambly English course for language improvement.
• 5-month maternity leave and childcare allowance.
• Fun and friendly work environment with a highly motivated team.