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CX Specialist
hace 7 horas
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 11 countries, 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 Specialist - DE and EN Speaker to our Customer Experience team in Madrid
This position is responsible for directly assisting the End Users in UK and Germany with inquiries across various channels, resolving technical and complex issues to ensure an exceptional experience for our end users' ecosystem.
YOUR IMPACT
- Ensure customer satisfaction by managing all communications (email, chat, phone).
- Providing accurate, complete solutions to inquiries and complaints using established methods and tools.
- Build sustainable relationships and trust through empathetic, open communication, while diligently researching customer accounts for proper resolution.
- Manage and update CRM records accurately, categorizing tickets promptly and consistently, and follow up on pending issues to ensure timely resolution.
- Adhere to all processes and policies, proactively escalating trends or critical issues to leadership when necessary.
- Achieve personal and team targets for quality and productivity, and collaborate closely with multiple departments to support all operations.
- Handle additional responsibilities such as processing refunds and approvals.
- Ensure excellent service, always being helpful and empathetic.
- Committing to the training and guidance received to always be updated on the processes.
- 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
- High School/Technical school completed. A degree is a plus.
- Native German and Fluent English are mandatory.
- Knowledge with CRMs (e.g., Zendesk, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau, Metabase).
- Excellent grammar and computer skills.
- Knowledge of Google Workspace is a plus.
- 1 to 2 years of experience with CX, multi-channel, and written customer support.
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 with CX, multi-channel, and written customer support as well as native German and Fluent English 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 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.
HEALTHCARE: Health 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. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.
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. 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.
Questions on how we treat your personal data? See our Job Applicant Privacy Notice.
