[All remote jobs](https://jobicy.com/jobs.md)Open role[![Gympass logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/96acc345-221.jpg)](https://jobicy.com/company/gympass.md)Remote opportunity at[Gympass](https://jobicy.com/company/gympass.md) # Customer Journey Specialist Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/gympass.md)Share1 Aug 2026Published61Listing views5Application actionsManually reviewedTrust & Safety status Opportunity details ## About this role. AI SummaryWellhub is seeking a Customer Journey Specialist to join its Business Transformation team in Brazil. The role focuses on optimizing digital customer channels like FAQ and email automation, leveraging data analysis and UX writing to improve the Help Center experience. The ideal candidate has experience with Ultimate AI-Zendesk integration, strong analytical skills, and the ability to work autonomously in a fast-paced environment. The position is remote-friendly for São Paulo residents and requires advanced English. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 4/5IndependentCollaborative AI insightThe role requires a blend of technical expertise (Zendesk, data analysis, UX writing) and soft skills (communication, conflict resolution), plus the ability to manage multiple priorities, making it moderately challenging. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$75,000US market range$55k–$95k0$105k AI insightNo salary was provided in the listing. Based on US market data, a Customer Journey Specialist with data and Zendesk experience typically earns between $55,000 and $95,000 annually, with a median around $75,000. The actual compensation may vary based on location, experience, and company budget. ## Core skills Skills and capabilities most closely associated with this opportunity. [Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Ultimate AI](https://jobicy.com/jobs?search_keywords=Ultimate%20AI.md)[Customer Journey Mapping](https://jobicy.com/jobs?search_keywords=Customer%20Journey%20Mapping.md)[Data Analysis](https://jobicy.com/jobs?search_keywords=Data%20Analysis.md)[UX Writing](https://jobicy.com/jobs?search_keywords=UX%20Writing.md)[Email Automation](https://jobicy.com/jobs?search_keywords=Email%20Automation.md)[FAQ Management](https://jobicy.com/jobs?search_keywords=FAQ%20Management.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Customer Experience](https://jobicy.com/jobs?search_keywords=Customer%20Experience.md)[Workflow Automation](https://jobicy.com/jobs?search_keywords=Workflow%20Automation.md) Cover letter sampleDear Hiring Manager, I am excited to apply for the Customer Journey Specialist position at Wellhub. With my hands-on experience in Zendesk and Ultimate AI integration, along with a strong background in data analysis and UX writing, I am well-prepared to enhance your digital customer experience. I have a proven track record of using data-driven insights to optimize FAQ and email automation channels, improving both performance and user satisfaction. I thrive in fast-paced environments and enjoy collaborating cross-functionally to solve problems and drive innovation. I would love to bring my passion for wellbeing and customer excellence to your team. Copy Sample interview questionsCan you describe your experience with Zendesk and Ultimate AI integration?In my previous role, I managed a Zendesk environment integrated with Ultimate AI to automate responses for FAQ and email channels. I worked with the tech team to configure the integration, monitor performance metrics, and refine the AI's responses to improve customer satisfaction. How do you use data analysis to improve customer experience on digital channels? I regularly analyze metrics like self-service rate, CSAT, and ticket deflection. By identifying patterns and bottlenecks, I can make recommendations for content updates or workflow changes. For example, I once found a high drop-off rate in an email journey and simplified the messaging, which increased completion rates. Describe a time you had to manage multiple competing priorities. During a product launch, I had to update FAQ articles, adjust email automations, and respond to an increase in tickets simultaneously. I prioritized by impact, created a schedule, and communicated with stakeholders to ensure deadlines were met without sacrificing quality. How would you approach a situation where the FAQ content is not resolving customer issues? I would first analyze the data to identify which articles have high view counts but low satisfaction or deflection rates. Then I would collaborate with UX writers to revise the content based on customer feedback and search behavior, and test the changes to measure improvement. Why do you want to work at Wellhub, and how do you align with our mission? I am passionate about improving people's wellbeing, and I admire how Wellhub makes wellness accessible. I believe that a strong customer experience is key to supporting that mission, and I would be proud to contribute my skills to help members get the most out of their benefits. 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 in UX 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. ](https://wellhub.com/en-us/careers/our-values/) And to get a glimpse of life at Wellhub… Follow us on [Instagram](https://www.instagram.com/lifeatwellhub/) @lifeatwellhub and [LinkedIn](https://www.linkedin.com/company/wellhub/)! 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.](https://www.linkedin.com/posts/wellhub_fairpay-syndio-activity-7407826561531363328-wbN_?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAzHQWABKsRqcpvxy4QpDCJNe_szRdC4hgY) Questions on how we treat your personal data? See our[Aviso de Privacidade para Candidatos. ](https://wellhub.com/en-us/careers/job-applicant-privacy-notice/#:~:text=Aviso%20de%20Privacidade%20para%20Candidatos) #LI-REMOTE #LI-HYBRID Show more [Apply now >](https://jobicy.com/jobs/150031-customer-journey-specialist-2.md) > Annual salary information is not provided for this position. 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