Customer Experience Analyst - English Speaking Customer Experience Analyst - English Speaking (Digital Health)

Location: Hybrid in São Paulo, Brazil, with 2 days in the office per week; in-office onboarding 4 days per week during the first 2 weeks

Meal/Food voucher: R$40 per day

Company

hirify.global is a digital health company providing personalised care to more than 1 million members across the UK, Germany, and Brazil, including weight loss, menopause, hair loss, and TRT services.

What you will do

• Provide high-quality patient care by resolving issues across multiple communication channels.
• Support UK-based patients in English and deliver efficient, timely solutions.
• Represent the patient voice by sharing insights and feedback across the organisation.
• Identify root causes and proactively prevent recurring customer issues.
• Collaborate with international teams, particularly in the UK, to resolve cases effectively.
• Work with the clinical care team to support safe and effective patient care.

Requirements

• Availability to work in a hybrid model in São Paulo, with 2 office days per week.
• Availability for Monday–Friday shifts between 8:00 and 19:00.
• Fluent English for written and verbal communication with UK customers and international teams.
• Excellent communication, empathy, problem-solving, and collaboration skills.
• Previous experience in customer service, customer support, or CX operations.
• Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar.

Nice to have

• Experience in healthcare or digital health.
• Previous experience in startups.
• Comfort with video calls and working through ambiguous situations.

Culture & Benefits

• Gympass membership.
• Cambly English course.
• Health insurance with co-pay.
• Five-month maternity leave and childcare allowance.
• Meal/Food voucher of R$40 per day.
• Collaborative, friendly environment with a motivated team.