Hybrid Customer Support Quality Manager

at Gympass

• Job title: Customer Support Quality Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Python, SQL
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Support Quality Manager leading CX team in Brazil at Wellhub. Focused on maintaining high-quality customer support and driving process improvements.

Responsibilities

• Lead the Customer Support Quality Team: Manage and develop the Customer Support Quality analyst team. Ensure high performance and professional growth.
• Run the Customer Support Quality Program: Implement and manage the quality assurance program. Guarantee continuous quality monitoring for all customer operations (internal teams and BPOs).
• Monitor Performance: Regularly monitor, analyze, and report on quality performance. Identify trends, root causes, and improvement areas.
• Be a Customer Advocate: Partner with support teams to integrate customer feedback into continuous improvement.
• Support Training: Collaborate with Training and CX Operations. Develop and deliver targeted coaching and training to enhance agent quality performance and customer interactions.
• Champion Process Improvement: Collaborate with the Process Improvements team, identifying and optimizing internal processes that affect CX quality.
• 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.

Requirements

• Communicator: You are fluent in both Portuguese and English. You are an exceptional communicator, able to concisely summarize data and insights and present impactful recommendations.
• People Management: You have experience leading and developing teams. You are highly collaborative, working effectively with various teams and influencing stakeholders, building strong relationships across departments and managing BPOs.
• Customer Support & Quality Expert: You have proven experience working with Customer Support operations, focusing on efficiency and quality improvement. This includes experience with quality monitoring, agent calibration, and performance management (especially with BPOs). Knowledge of key customer metrics like CSAT, NPS, and/or CES.
• Data Savvy Analyst: You are proficient in Excel (PivotTables, Charts, statistical functions). Familiarity with statistical concepts, SQL, Looker Studio, Power BI, or Python is a plus.
• Process Improvement Mindset: You are deeply dedicated to enhancing the customer experience. Knowledge of Lean Six Sigma, COPC, or other quality certifications is a strong advantage.
• Adaptable & Dynamic: Thrives in fast-paced, dynamic environments and readily adapts to changing business needs and priorities.
• AI Enthusiast: Eager to explore and apply Artificial Intelligence to enhance Customer Support processes and agent performance.
• Educational Background: degree in a Technology, Engineering, Mathematics field or related discipline.

Benefits

• 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.
• FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
• 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.