Customer Journey Specialist

About the role

This role focuses on enhancing the user experience across digital support channels. You will analyze data to identify areas for improvement in our FAQ and email automation systems, ensuring users receive effective and timely assistance.

Key facts

What you'll do

• Analyze user interactions and data within FAQ and email automation to generate actionable insights for improving content and processes.
• Support the creation and refinement of FAQ articles by providing data-driven recommendations for UX writing.
• Monitor and report on customer experience metrics, specifically for FAQ and email automation channels.
• Collaborate with cross-functional teams to identify and implement innovations for the Help Center.
• Work with the technology team to resolve product issues and enhance digital channel functionalities.
• Understand and utilize the Zendesk platform for customer support operations.

Requirements

• Bachelor's degree in Engineering, Business, Marketing, or a related field.
• Mandatory experience with Ultimate AI
• Zendesk integration.
• Demonstrated experience with digital customer experience tools, including FAQ management and email automation.
• Advanced data analysis capabilities.
• Proficiency in UX writing.
• Mandatory excellent verbal and written English communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and the capacity to develop creative solutions.

Nice to have

• Familiarity with workflow automation tools.

Skills & tools

• Zendesk
• Ultimate AI
• Data Analysis
• UX Writing
• FAQ Management
• Email Automation

Practical notes

• This role offers a flexible work model, with potential for occasional office visits if located in São Paulo.
• Benefits include Wellhub membership, Wellz emotional wellbeing program, health, dental, and life insurance, flexible work and schedule, paid time off, paid parental leave, and career development resources.
• Wellhub is committed to diversity, equity, and belonging.
• Application deadline: Not specified.
• Visa sponsorship: Not specified.