CX Analyst US

Your Wellbeing Matters. Join a Company That Cares.GET TO KNOW USWellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.• Big news: Gympass is now Wellhub! We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.THE OPPORTUNITYWe are hiring a Customer Experience Analyst to our Customer Experience team in Houston!YOUR IMPACT• Assigned to support the Clients/ Customers as the main point of contact for the US CX team.• Become the expert/main point of contact between CX and our Client Success, Clients.• Build relationships with the Client Success, and Operations teams.• Handle second-tier Clients and contacts escalations.• Assist Clients with following up on second-level issues.• Stay up to date on product improvements/updates.• Responds to customer inquiries that are more complex or critical. These inquiries could originate directly from the customer or from• CX support agents (eg. telephone, e-mail, or chat to provide problem resolution).• This position will also analyze customers’ needs and understand how to escalate issues to other Wellhub service or technical departments as needed along with close looping reported issues with customers to ensure a better experience.• Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.• The person in this role will leverage existing customer applications and databases to research service and product information.• Provide information to the customer and place appropriate notes in the system indicating exactly what action was taken or needs to be taken; attentiveness to notes/customer interaction detail for auditing, reporting and customer experience purposes.• Deliver outstanding service to our high-value customers by providing outstanding service and solutions to grow customer relationships.• Responsible for ensuring adherence to all operations and compliance procedures.• Reports to CX Operations Manager.• 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 balance.Who You Are• 2 years in customer service or call center environments working with customers over the phone, livechat and email;• Possess past work experience with US companies/customers;• Strong customer support presence (people can literally hear you smiling);• Ability to navigate multiple screens;• Must be able to speak, read and write in US English clearly, professionally, and fluently.• Bilingual in English and Spanish is a plus;• Dedicated worker, with the ability to work well both independently and within the context of a larger collaborative unit;• Must have moderate level experience with MS Suite (Email, Excel, Word, data entry, etc..);• Problem solving and critical thinking;• High school diploma or college degree (preferred).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 2 years in customer service or call center environments are mandatory requirements.What We Offer YouWe want Wellhubbers to live healthier and happier lives, both in and out of work. That’s why we have a comprehensive Total Rewards approach that encompasses benefits, compensation, and personal growth opportunities within a high-performance, inclusive, and supportive environment.In Houston the annual base salary range for this role is $33,869.00 - $42,336.00. The base salary range for other locations may vary. Actual base salary will be dependent on geographic location, relevant experience, skills, qualifications and/or other job-related factors. In addition to base salary, this role may also be eligible to participate in either our annual bonus plan or a sales incentive plan, and our performance-based stock option program.We're a wellness company that is committed to the health and wellbeing of our employees. Our benefits include:WELLNESS: health, dental, vision, and life insuranceFLEXIBLE WORK: This position will be based in Houston. For most, this will be a hybrid office structure but can vary depending on the needs of the role and employee preferences.FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.PAID TIME OFF: It’s to take time away from work to recharge. Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page!And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!Diversity, Equity, and Belonging at WellhubWe 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.Questions on how we treat your personal data? See our Job Applicant Privacy Notice.