Digital Channels Specialist

About the role

This position focuses on enhancing user interactions across digital support channels, specifically FAQ and email automation. You will analyze performance data to identify areas for improvement and propose actionable strategies to optimize both user experience and channel efficiency.

Key facts

What you'll do

• Analyze user behavior and channel metrics to generate insights for FAQ content and email automation.
• Support UX Writing efforts by providing data-driven recommendations for FAQ article creation and optimization.
• Develop and present improvement proposals for FAQ and email automation channels based on data analysis.
• Enhance customer experience metrics for FAQ and email automation by refining processes.
• Act as a cross-channel expert, offering data-informed suggestions for Help Center innovations.
• Collaborate with relevant teams to anticipate, resolve, and understand issues impacting digital channels.
• Work with the technology team to address product bugs and implement enhancements for digital channels.
• Utilize and understand the Zendesk platform.

Requirements

• Bachelor's degree in Engineering, Business, Marketing, or a related field.
• Demonstrable experience with digital customer experience tools, including FAQ management and email automation.
• Advanced analytical skills for data interpretation.
• Proficiency in UX Writing.
• Experience with chatbot technology.
• Strong problem-solving abilities and a proactive approach to identifying and resolving challenges.
• Ability to manage multiple priorities effectively in a fast-paced environment.
• Excellent verbal and written English communication skills.

Nice to have

• Familiarity with workflow automation tools.

Skills & tools

• Zendesk
• Data analysis
• UX Writing
• FAQ management
• Email automation
• Chatbots

Practical notes

• This role is remote within Brazil.
• Candidates in São Paulo may be asked to visit the office occasionally.
• Wellhub offers a comprehensive benefits package including a Wellhub membership, Wellz emotional wellbeing program, health, dental, and life insurance, home office reimbursement, flexible scheduling, generous paid time off, paid parental leave, and career development resources.
• Wellhub is committed to diversity, equity, and belonging and is an equal opportunity employer.