Digital CX Specialist

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Concentrate on enhancing the user experience across digital platforms.

• Conduct thorough analyses to aid the UX Writing guide in developing, refining, editing, and generating articles for the FAQ.

• Analyze data to facilitate decision-making and provide insights for improvements in the FAQ and Email automation.

• Enhance processes related to Customer Experience metrics, particularly focusing on the FAQ and Email automation channels.

• Serve as a cross-channel expert with a data-oriented perspective to suggest enhancements and innovations for the Help Center.

• Proactively build strong relationships with interconnected departments to anticipate, address, and comprehend actions and challenges.

• Collaborate with the technology team to resolve product issues and implement enhancements for digital platforms.

• Familiarize yourself with and utilize the Zendesk tool.

• Embody the mission: inspire and empower others by genuinely prioritizing your own wellbeing and that of your colleagues. Promote wellbeing in the workplace, establishing an environment where everyone feels comfortable caring for themselves, taking necessary time off, and achieving work-life balance.

⛳️ Requirements

• For candidates based in São Paulo, the position operates under a flexible model, requiring office visits only when necessary.

• Bachelor’s degree in Engineering, Business, Marketing, or a related discipline.

• Mandatory proven experience with Ultimate AI - Zendesk integration.

• Practical experience with digital customer experience tools, including FAQ management and email automation.

• Advanced skills in data analysis and proficiency in UX Writing.

• Familiarity with workflow automation tools is advantageous.

• Strong conflict resolution abilities and a knack for proactively identifying challenges and developing innovative, alternative solutions.

• High sense of urgency and capability to juggle multiple competing priorities with minimal oversight.

• Ability to thrive in a fast-paced, dynamic environment while maintaining a strong attention to detail.

• Excellent verbal and written communication skills in English are essential.

🏝️ Benefits

• WELLHUB: Complimentary Gold+ membership granting access to onsite gyms and studios, digital fitness initiatives, and online wellness resources for meditation, nutrition, mental health support, and more! You can add up to three family members to your plan, ensuring wellness access for your loved ones.

• WELLZ: A comprehensive emotional wellbeing program featuring a unique approach. It offers personalized journeys that include individual therapy sessions (52 per year) and on-demand content.

• HEALTHCARE: Health, dental, and life insurance coverage.

• FLEXIBLE WORK: As a Flexible First organization, we provide hybrid and remote options, allowing you to work in a manner that best suits your needs. The model for this specific role can be discussed with your recruiter and hiring manager. Upon joining, utilize our home office reimbursement to establish your workspace.

• FLEXIBLE SCHEDULE: Flexibility for us extends beyond location; it also encompasses how and when we accomplish tasks. Employees collaborate with their leaders to define schedules that align with their time zones, team requirements, and personal routines.

• PAID TIME OFF: Taking time off to recharge is vital. Employees earn vacation days after 6 months, plus an additional 3 days off per year, and 1 extra day off for each year of tenure (up to 5 additional days), along with an extra holiday for your birthday!

• PAID PARENTAL LEAVE: Welcoming a new child is a significant life milestone. Take the necessary time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents, with extended leave and a ramp-back period for parents giving birth to return part-time as they transition.

• CAREER GROWTH: Gain access to world-class platforms, engage in interactive sessions, create your personalized development roadmap, and explore internal opportunities. We emphasize continuous learning and constructive feedback to support your journey toward personal and professional success.

• CULTURE: Join a team of passionate individuals committed to breaking boundaries, supporting one another, and making a meaningful impact in workplace wellness. We succeed together, fostering trust through open communication and a culture where every perspective is valued.