Hybrid CX Analyst – Social Media, English and Spanish Speaker

at Gympass

• Job title: CX Analyst – Social Media, English and Spanish Speaker
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• CX Analyst managing social media for Wellhub, ensuring customer satisfaction across platforms. Aiding the LATAM Social Media team in implementing customer-centric strategies.

Responsibilities

• Manage the incoming social media comments within our Social Media channels to identify customers’ needs and engage with our users in a meaningful way;
• Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases;
• Detect brand opportunities and possible crises, and proactively engage in mentions and conversations about Wellhub on social media (social listening);
• Collect and report users' feedback on product and services, bringing learnings and insights to leaders;
• Help us create reports to be shared with internal stakeholders to improve our product.
• Assist in building a cohesive social media strategy to ensure brand relevance and growth in the region.
• Ensure our social media tone of voice, knowledge base, and success metrics are always relevant and up to date;
• Stay up-to-date with social media and digital trends to keep Wellhub ahead of its competitors.
• Identify and create playbooks, communications, and other opportunities related to process improvement.
• 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

• Bachelor’s degree in Marketing, Advertising, Journalism, Public Relations, or related field.
• Knowledge of customer support in Social Media;
• Ability to navigate between different channels and a knowledge of Latin America social media culture;
• Understanding of Social Media, Review Channels, and Community tools, such as Instagram, Twitter, LinkedIn, TikTok, app stores, Google Business, Trustpilot, and Reddit;
• Experience with Google Workspace tools, such as Slides, Docs, and Sheets;
• Experience with reports and social listening tools is a plus.
• Excellent grammar skills.
• Previous experience in Social Media customer service.
• Spanish proficiency; English is a plus.

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.
• 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.