7 CARD- CX Clients Specialist

About the role

7card (by Wellhub*) is a leading player in Romania's wellbeing market, trusted by over 1,000 corporate clients and supported by more than 600 wellbeing partners across 55+ cities. In 2022, 7card was acquired by Wellhub, expanding our reach. Headquartered in NYC with team members in Europe, North America and South America, we're now on a shared mission to make every company a wellness company. 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. 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.

The role we are hiring for is a CX Clients Specialist based in Bucharest. This is a key, high-impact strategic position within Wellhub. As a CX Client Specialist, you will serve as the fundamental point of contact for our entire B2B client portfolio. You will manage all corporate segments, regardless of their size or ACV, ensuring an equitable and top-tier service experience for every single partner. Your primary mission will be to directly assist corporate clients across various channels, resolving technical and complex issues to ensure an exceptional client experience that strengthens their long-term loyalty to our platform.

What you'll do

• Provide premium multichannel support to corporate clients via written communication channels including email and chat.
• Resolve complex technical and operational account issues such as billing management, employee eligibility verification, and general account administrator inquiries.
• Operate in strict alignment with Wellhub's quality standards, productivity targets, and operational performance indicators (KPIs).
• Adhere rigorously to established knowledge bases and internal processes tailored to each specific contact reason.
• Consistently meet and exceed Service Level Agreements (SLAs) for both first reply and full resolution times.
• Systematically gather, analyze, and synthesize client feedback to identify market trends and contribute to product and service enhancements.
• Serve as the fundamental point of contact for the entire B2B client portfolio, managing corporate segments of all sizes and ACV levels.
• Ensure an equitable and top-tier service experience for every single partner across all supported segments.
• Directly assist corporate clients through various channels to resolve technical and complex issues, strengthening long-term loyalty.
• Contribute to strategic business decisions by feeding insights derived from client interactions back to relevant teams.
• Maintain detailed and accurate records of all client interactions and resolutions in accordance with company procedures.
• Support the continuous improvement of support processes by identifying recurring issues and proposing practical solutions.
• Act as an escalation point for critical issues, coordinating with internal departments to achieve timely resolutions.
• Promote a culture of wellbeing by embodying the company's mission in every client interaction.

Requirements

• Languages: Mandatory proficiency in both Romanian and English. Additional fluency in German or Spanish will be considered a major advantage.
• Education: High school diploma or equivalent educational qualification as a baseline academic requirement.
• Demonstrated ability to manage complex technical and operational account issues with minimal supervision.
• Proven experience handling billing management, employee eligibility, and general account administrator inquiries in a professional setting.
• Capacity to operate in strict alignment with quality standards, productivity targets, and operational performance indicators.
• Strong adherence to established knowledge bases and internal processes for each contact reason.
• Consistent ability to meet or exceed Service Level Agreements for first reply and full resolution times.
• Documented ability to systematically gather and synthesize client feedback to inform strategic decisions.

*In 2022, 7card was acquired by Wellhub, expanding our reach.