Hybrid CX Partners Analyst

at Gympass

• Job title: CX Partners Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Tableau
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• CX Partners Analyst supporting partners and users in resolving technical issues for Wellhub. Delivering exceptional service while managing complex inquiries across various communication channels.

Responsibilities

• As a Partner Support Agent, you will provide support to our partners (gyms/studios and personal trainers).
• You will serve as the partner’s primary point of contact when issues or questions arise, ensuring delivery of exceptional service to secure their satisfaction.
• Provide quick and effective resolutions to partner requests, primarily via email, chat and WhatsApp, ensuring a seamless experience.
• Assess and analyze partners’ needs, escalating issues to other Wellhub services or technical departments when necessary.
• Ensure follow-up on escalated issues to maintain a high standard of service.
• Stay informed about product updates and improvements to provide partners with accurate, up-to-date information.
• Use our CRM to look up product and service details, ensuring partners and personal trainers receive precise and helpful information.
• Ensure adherence to all operational and compliance procedures, maintaining the highest standards of service integrity.
• Be flexible, resourceful and able to manage multiple tasks simultaneously, prioritizing effectively to deliver agile solutions.
• Approach partner requests with critical thinking and problem-solving skills, able to navigate complex issues and deliver satisfactory resolutions.
• Align with the company values, emphasizing customer satisfaction, wellbeing and work–life balance.
• Live the mission: inspire and empower others by prioritizing your own wellbeing and that of your colleagues. Create a supportive environment where everyone feels comfortable taking care of themselves and finding balance between work and life.

Requirements

• Must reside in São Paulo.
• Availability to come to the office at least once per month.
• Availability to work 11:00–19:00, Monday to Friday.
• High school diploma or technical certificate completed. Higher education will be considered a plus.
• Knowledge of CRM systems (e.g., Zendesk, Darwin, Salesforce) and analytics tools (e.g., Google Looker, Tableau, Metabase).
• Excellent grammar and computer skills.
• Knowledge of Google Workspace is a plus.
• Previous experience in CX, multichannel support and customer service via written channels.
• Native Portuguese is required. Intermediate/Advanced English will be considered a differential.

Benefits

• WELLHUB: Free Gold+ plan, with access to thousands of gyms and studios, digital fitness programs and online resources for meditation, nutrition, mental health support, sleep routines and more. You can also add up to 3 family members to your plan, ensuring those who matter most to you have access to wellbeing.
• WELLZ: A unique, comprehensive resource for mental wellbeing. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) and on-demand content.
• HEALTH & CARE: Health insurance, dental plan and life insurance.
• PAID TIME OFF: Disconnecting and recharging is important. We offer vacation after 6 months of employment + 3 days off per year + 1 additional day off for each year at the company (up to 5 days) + 1 day off in your birthday month!
• PAID PARENTAL LEAVE: Welcoming a new family member is one of life’s most special moments. We want every employee to be truly present and enjoy this time with family. We offer 100% paid parental leave to all new parents. Birthing parents are also entitled to extended leave (Empresa Cidadã) and a ramp-back period in which they can work part-time until they adjust to the new routine.
• PROFESSIONAL DEVELOPMENT: Access global learning platforms, participate in interactive sessions, build your personalized development plan and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward success—both personal and professional.
• CULTURE: You will join a team of dedicated people who come together to push boundaries, support one another and create lasting impact on corporate wellbeing. We win together, cultivating trust through transparent communication and a culture where every perspective matters.