Gympass

CX Analyst – Risk and Fraud

Gympass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

Tableau

About the role

  • Provide support to users, partners and clients through multiple channels (email, chat and phone).
  • Ensure that ticket management and resolution are aligned with strategic business objectives, directly contributing to operational efficiency and customer/partner satisfaction.
  • Support the Risk Management team in communicating with users, partners and clients involved in suspected cases and value disputes.
  • Analyze data provided by the Risk Management team and make well-reasoned decisions regarding users with potential fraud within the Wellhub ecosystem.
  • Assist Level 1 analysts in managing conflict situations involving risky behavior and disputes (fraud and chargebacks).
  • Identify and promptly report suspicious behavior or anything that could cause financial loss to Wellhub.
  • Generate data for management reports (insights on product, support and the user journey).

Requirements

  • High school diploma or technical certification completed.
  • University degree is a plus.
  • Knowledge of CRMs (for example, Zendesk, Darwin, Salesforce — if applicable) and analytics tools (for example, Google Looker, Tableau, Metabase).
  • Excellent written communication and computer literacy.
  • Familiarity with Google Workspace is an advantage.
  • Previous experience in CX (customer experience) and written customer support. Experience in fraud prevention/response is essential.
Benefits
  • WELLHUB: Free Gold+ plan with access to thousands of gyms and studios, digital fitness programs and online resources for meditation, nutrition, mental health support, sleep routines and more. You can also add up to 3 family members to your plan.
  • WELLZ: A unique and comprehensive resource for mental well-being. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) with on-demand content.
  • HEALTH & CARE: Health insurance, dental plan and life insurance.
  • PAID TIME OFF: Time to disconnect and recharge is important. We offer vacation after 6 months of employment + 3 days off per year + 1 extra day off for each year with the company (up to 5 days total) + 1 day off during your birthday month.
  • PAID PARENTAL LEAVE: Welcoming a new family member is one of life’s most special moments. We offer 100% paid parental leave to all new parents. Birth parents are also eligible for extended leave (Empresa Cidadã) and a ramp-back period, allowing part-time work while adjusting to the new routine.
  • PROFESSIONAL DEVELOPMENT: Access to global learning platforms, interactive sessions, a personalized development roadmap and internal opportunities. We focus on continuous learning and feedback to support your journey toward both personal and professional success.
  • CULTURE: Join a team of dedicated people who come together to push boundaries, support one another and create lasting impact on corporate well-being. We win together, cultivating trust through transparent 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 & Tools
data analysisticket managementfraud preventionconflict resolutioncustomer support
Soft Skills
communicationproblem-solvingdecision-makinginterpersonal skills
Certifications
high school diplomatechnical certification