CX Support Manager
hace 3 semanas
GET TO KNOW US
Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.
Big news: Gympass is now Wellhub We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.
THE OPPORTUNITY
We are hiring a Customer Experience Operations Manager to our Customer Experience team in Spain
The Customer Experience Manager is responsible for managing the day-to-day operations of the customer experience team and maintaining a high level of productivity and customer satisfaction. The ideal candidate will have a strong understanding of customer support best practices, data analysis, and project management.
YOUR IMPACT
Monitor customer support metrics and identify trends, patterns, and insightsCreate and deliver reports on key metrics and performance indicatorsWork with stakeholders to identify and address areas for improvementServe as a focal point for main developments and improvements in tools or global processesConduct a first look at bugs and issues in tools before escalation/reportingManage translation requests with the teamLocalize and manage macrosProvide quality assessment supportAct as a training focal point for continuous improvement and team development activitiesServe as a point of contact for the Digital team, approving articles, revisions, and suggestions for Help Center, and acting as the main focal point for chatbot localization in Spanish and result revisionManage EU social media team and ticketsSupport other operations managers in their absenceLive 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 balance.
Who You Are
Strong understanding of customer support best practices, data analysis, and project managementExcellent communication and interpersonal skills (English and Spanish). German, Italian, or Portuguese would be a plus. Ability to work independently and as part of a teamProficiency in ZendeskAnalytical and problem-solving abilitiesOrganized, proactive, and have a comprehensive understanding of situationEcosystem mindset
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.
What We Offer You
We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:
WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.
FLEXIBLE WORK: Choose when and where you work. This is hybrid role based out of our Madrid office. We offer all employees a home office stipend and a monthly flexible work allowance to cover the costs of working from home.
FLEXIBLE SCHEDULE: We understand that together, Wellhubbers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday).
PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.
CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.
CULTURE: An exciting and supportive environment filled with passionate individuals from all over the world You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page
And to get a glimpse of Life at Wellhub... Follow us on Instagram @wellhublife 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.
Questions on how we treat your personal data? See our Job Applicant Privacy Notice.
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