Digital CX Specialist

About the role

This position focuses on enhancing the user journey across digital support channels. You will analyze performance data to identify areas for improvement and develop actionable strategies for the FAQ and email automation systems. Your work will directly contribute to a better user experience and increased operational efficiency.

Key facts

What you'll do

• Analyze digital customer support data to provide insights for improving the FAQ and email automation channels.
• Collaborate with UX Writing teams to optimize and create content for the Help Center.
• Develop strategies to enhance customer experience metrics, particularly for FAQ and email support.
• Work with the technology team to resolve product issues and implement enhancements for digital channels.
• Act as a cross-channel specialist, offering data-driven recommendations for Help Center improvements.
• Build relationships with other departments to anticipate and address user issues.
• Utilize the Zendesk platform effectively.

Requirements

• Bachelor's degree in Engineering, Business, Marketing, or a related field.
• Demonstrated experience with Ultimate AI
• Zendesk integration is mandatory.
• Proven background in managing digital customer experience tools, including FAQ and email automation.
• Strong data analysis capabilities and proficiency in UX Writing.
• Excellent verbal and written English communication skills are mandatory.
• Ability to manage multiple priorities in a fast-paced environment with high attention to detail.
• Skilled in conflict resolution and proactive problem-solving.

Nice to have

• Familiarity with workflow automation tools.

Skills & tools

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

Practical notes

• Candidates residing in São Paulo may be asked to visit the office occasionally.
• Wellhub offers a comprehensive benefits package including a Gold+ membership for employees and family, an emotional wellbeing program, health, dental, and life insurance, home office reimbursement, flexible schedules, 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.