Gympass

Operations Specialist – Client Quality Journey

Gympass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Process Ownership & Execution: Lead the execution and rigorous monitoring of processes, acting as the primary owner of the client's operational journey.
  • Proactive Problem Prevention: Monitor key operational metrics and identify patterns of incidents or potential risks. You will serve as the first point of contact for escalations and must manage priorities effectively.
  • Data-Driven Insights: Conduct analyses and prepare reports to support decision-making. Transform feedback and client interactions into structured insights.
  • Continuous Improvement: Collaborate with internal teams (CS, Product, and CX) to implement operational enhancements and eliminate friction points in the journey.
  • 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

  • Strong English proficiency (writing, speaking, and listening) to engage in meetings with global stakeholders.
  • Previous experience in operations, customer support, client services, or related fields is a plus.
  • Experience in client-facing roles and continuous improvement is a plus.
  • Strong analytical skills to work with data and identify the root causes of problems.
  • High level of organization, attention to detail, and the ability to manage multiple priorities.
  • Excellent interpersonal communication and collaboration skills.
  • Proactive attitude and a strong sense of ownership in task execution.
Benefits
  • WELLHUB: 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.
  • WELLZ: 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.
  • HEALTHCARE: Health, dental, and life insurance.
  • FLEXIBLE WORK: 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.
  • FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
  • PAID TIME OFF: 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!
  • PAID PARENTAL LEAVE: 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.
  • CAREER GROWTH: 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.
  • CULTURE: 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 & Tools
data analysisreport preparationoperational metrics monitoring
Soft Skills
strong English proficiencyanalytical skillsorganizational skillsattention to detailinterpersonal communicationcollaboration skillsproactive attitudeownership