About this role.
Wellhub is seeking a Customer Journey Specialist to join their Business Transformation team in Brazil. This role focuses on optimizing digital channels (FAQ and email automation) through data analysis and UX writing to improve customer experience. The specialist will collaborate with cross-functional teams, manage Zendesk tools, and drive performance metrics. Ideal candidates have experience with Ultimate AI-Zendesk integration and advanced English proficiency. Wellhub offers a flexible work model and a culture centered on wellbeing.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
4/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Journey Specialist position at Wellhub. With a background in Engineering and extensive experience in digital customer experience management, I have successfully optimized FAQ and email automation channels to improve metrics and user satisfaction. My proficiency in Zendesk integration and data analysis has enabled me to drive actionable insights and enhance self-service capabilities.
In my previous role, I led initiatives that reduced ticket volumes by 20% through content optimization and workflow improvements. I thrive in fast-paced, collaborative environments and am adept at managing multiple priorities with minimal supervision. My strong English skills and cross-cultural experience make me a great fit for Wellhub's global team.
I am particularly drawn to Wellhub's mission of promoting wellness and would be honored to contribute to your transformative work. Thank you for considering my application.
Sincerely,
[Your Name]
Sample interview questions
At my previous job, I analyzed FAQ search data and identified that 30% of users searched for refund policies. I worked with the UX writer to consolidate and clarify refund information, resulting in a 15% reduction in related email tickets and a 10% increase in self-service resolution.
I would assess the impact and urgency of each initiative based on metrics like volume and customer effort. I would then propose a phased approach, starting with quick wins that address high-volume issues, and communicate the plan to stakeholders to align expectations.
I have configured Zendesk Answer Bot and Ticket Routing using AI. I set up macros and triggers to automate responses for common queries, and I regularly review AI performance to refine intents and improve deflection rates.
I start by understanding the user's context and pain points. I then craft content using clear, concise language and test it with small groups for clarity. I also refer to brand guidelines and collaborate with the UX writing team to maintain consistency.
I noticed a recurring issue where users were stuck on a step in the onboarding flow. By analyzing session recordings and heatmaps, I identified a confusing button. I proposed a redesign and added a tooltip, which reduced drop-off by 25% and increased completion rates.
Your wellbeing, our mission. Join a company shaping a healthier world.
GET TO KNOW US
At Wellhub we’re revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company.
We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally.
Join us in redefining the future of wellbeing!
THE OPPORTUNITY
We are hiring a Customer Journey Specialist to our Business Transformation team in Brazil!
As a digital channels specialist, your main goal is to provide achievable insights and action plans for FAQ and Email automation channels based on a critical analytical sense to improve both performance and experience. Be aware of the related teams’ processes, the business rule, projects, and the product itself to make a good cause and effect analysis for the metrics, solve and predict any issues and help users through the Help Center.
YOUR IMPACT
- Focus on the user experience through digital channels.
- Provide deep-dive analyses to support UX Writing guide in constructing, optimizing, editing, and creating articles in the FAQ.
- Manipulate data to help with decision-making and bring improvement insights for the FAQ and Email automation.
- Improve processes for the Customer Experience metrics performance, especially on the FAQ and Email automation channels.
- Act as a cross-channel specialist and have a data vision to propose improvements and innovations for the Help Center.
- Be proactive to establish good relationships with connected areas to predict, solve and understand the actions and issues.
- Work with the technology team to solve product errors and implement improvements for digital channels.
- Understand and work with the Zendesk tool.
- 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.
WHO YOU ARE
- For candidates residing in São Paulo, the role follows a flexible model. You will be required to visit the office only when requested.
- Bachelor’s degree in Engineering, Business, Marketing, or a related field.
- Proven experience working with Ultimate AI – Zendesk integration is mandatory.
- Hands-on experience with digital customer experience tools, including FAQ management and email automation.
- Advanced data analysis skills and proficiency inUX Writing.
- Knowledge of workflow automation tools is a plus.
- Strong conflict resolution skills and the ability to proactively identify obstacles and create creative, alternative solutions.
- High sense of urgency and the ability to manage multiple, competing priorities simultaneously with minimal supervision.
- Comfortable thriving in a fast-paced, highly dynamic environment with a strong attention to detail.
- Excellent verbal and written English skills is mandatory.
We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don’t match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in Ultimate AI – Zendesk integration and advanced English proficiency are mandatory requirements.
WHAT WE OFFER YOU
With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life.
Our flexible benefits program allows you to customize some of the benefits, according to your needs!
Our benefits include:
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. Learn more about our shared culture and values here.
And to get a glimpse of life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!
Diversity, Equity, and Belonging at Wellhub
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.
Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here.
Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.
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