CX Manager - Latam

 

Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. 

Join us in redefining the future of wellbeing!

 

THE OPPORTUNITY

We are hiring a CX Manager - Latam to our Customer Experience team in São Paulo! 

The CX Manager will drive operational excellence within the Customer Experience team by helping optimize processes for our México, Argentina and Chile operations, making sure the team achieves the KPIs, enhancing service delivery, and ensuring seamless support across customer touchpoints. This role requires a strategic thinker and hands-on manager with a passion for customer satisfaction, efficiency, and cross-functional collaboration. The ideal candidate is a skilled problem-solver with experience in data-driven decision-making and a track record of delivering outstanding customer experiences at scale.

YOUR IMPACT

• Process Optimization: Identify, design, and implement initiatives that streamline CX operations, reduce response times, and enhance quality of service. Continuously evaluate existing workflows for improvement opportunities.
• Data Analysis and Reporting: Track and analyze customer service metrics (CSAT, Productivity, Full Resolution Time, FCR, etc.) to assess performance, inform decisions, and report on operational efficiency. Provide regular updates to leadership and cross-functional teams.
• Team Leadership and Development: Oversee a team of CX specialists, including hiring, training, coaching, and performance management. Foster a positive team culture focused on growth, accountability, and customer-centricity.
• Quality Assurance: Develop and maintain a quality assurance program to ensure consistency and excellence across all customer interactions.
• Cross-functional Collaboration: Work closely with Product, Customer Success, Process Improvement and WFM  teams to gather customer feedback, align on brand messaging, and ensure seamless integration of CX initiatives across departments.
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

WHO YOU ARE

• A true team player who loves working towards both team and individual goals with previous experience in CX, Customer Support, or Operations
• Previous experience in a people management role.
• Customer-Centric: Deep understanding of customer support metrics, and continuous improvement principles.
• Languages: Proficiency in English is mandatory and Advanced Spanish is highly desirable.
• Leadership: You are a dedicated leader, able to lead, inspire, and develop teams in a fast-paced environment. Proven track record in building team cohesion and driving positive team dynamics.
• Problem-Solving: Ability to assess complex situations, identify root causes, and implement effective solutions promptly.
• Analytical: You are tenacious and goal-oriented, proficient in data analysis and familiar with reporting tools (e.g., Power BI, Tableau, Zendesk Explore). Strong ability to interpret and act on quantitative and qualitative data.
• Tech-Savvy: A self-starter who can multi-task and adapt to a fast-growing organization. Familiarity with CRM and CX platforms (e.g., Zendesk, Salesforce, HubSpot) and experience in implementing technology solutions to enhance CX.
• Experience working in fast-paced,high-growth tech or SaaS environments.
• Communication: A strong communicator both written and verbal to lead cross-functional initiatives and present findings to stakeholders.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in customer support and in a leadership position are mandatory requirements**.**

 

WHAT WE OFFER YOU

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. 

Our flexible benefits program allows you to customize some of the benefits, according to your needs!

Our benefits include:

WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.

WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content. 

HEALTHCARE: Health, dental, and life insurance.

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office. 

PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!

**PAID PARENTAL LEAVE:**Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.  

CAREER GROWTH: Access world-class platforms, participate in interactive sessions,  build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.

CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here.

And to get a glimpse of life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

 

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. 

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.