Gympass

CX Partners Analyst, Bilingual

Gympass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

Tableau

About the role

  • As a Partner Support Agent, you'll provide Partner support (Partners and Personal Trainers)
  • You will serve as our Partner’s main point of contact when issues and questions arise, ensuring exceptional service delivery to Partners' satisfaction.
  • Provide timely and effective resolutions to Partner inquiries, mainly via email, chat, and WhatsApp, ensuring a seamless experience.
  • Assess and analyze Partners’ needs, escalate issues to other Wellhub services or technical departments when necessary. Ensure follow-up on escalated issues to maintain a high standard of service.
  • Stay informed about product updates and improvements to provide accurate and up-to-date information to Partners
  • Utilize our CRM to research product and service details, ensuring precise and helpful information is provided to Partners and Personal Trainers.
  • Ensure adherence to all operational and compliance procedures, maintaining the highest standards of service integrity.
  • Be flexible, resourceful, and capable of managing multiple tasks simultaneously while prioritizing effectively to provide timely solutions.
  • Approach Partner inquiries with critical thinking and problem-solving skills, with the ability to navigate complex partner issues and deliver satisfactory resolutions.
  • Alignment with company values, emphasizing customer satisfaction, well-being, and work-life balance.
  • 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.

Requirements

  • High School/Technical school completed. A degree is a plus.
  • Knowledge of CRMs (e.g., Zendesk, Darwin, Salesforce, if applicable) and Analytics tools (e.g., Google Looker, Tableau, Metabase).
  • Excellent grammar and computer skills. Knowledge of Google Workspace is a plus.
  • Previous experience with CX, multi-channel, and written customer support.
  • Native Portuguese and Advanced English is mandatory.
Benefits
  • 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.
  • A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
  • Health, dental, and life insurance.
  • 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. When you join, use our home office reimbursement to set up your home office.
  • It’s important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
  • 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.
  • 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.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CRMcustomer supportanalytics toolsGoogle Workspaceproblem-solvingcritical thinkingmulti-channel supportwritten communication
Soft skills
flexibilityresourcefulnesstime managementcustomer satisfactioninterpersonal skillsservice integritysupportive environment