Projects Specialist - CX Tools

A structured process expert with proven experience in making CX tools well adopted by our CX operations.

A collaborative influencer who can work across diverse teams—from technical engineers to CX stakeholders—to drive alignment.

A proactive problem-solver who anticipates system gaps and implements solutions before they impact the customer experience.

An analytical thinker who enjoys using data and spreadsheet proficiency (Excel/Google Sheets) to track system performance and trends. This will be key for prioritization.

A bilingual professional fluent in Portuguese and advanced in English to collaborate with our global teams.

A project expert who has the ability to lead and manage projects effectively.

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!

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.

Map and optimize tool workflows: Own the end-to-end process mapping for CX ticketing platform, such as Zendesk, to eliminate friction for agents and customers during customer support.

Identify improvement opportunities: Proactively monitor CX agents systems usage, finding opportunities for automation and process optimization.

Coordinate CX improvement prioritization: Translate CX needs into requirements for our technical teams, coordinating and organizing prioritization recommendations.

Establish best-in-class documentation: Create and maintain process guides that empower CX agents to use our tools effectively.

Work on improvement projects: be the key stakeholders during CX tools improvement projects, guaranteeing process creation, adoption, and monitoring.

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.

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.