CX Excellence Specialist – Gympass

Titulo da vaga: CX Excellence Specialist

Empresa: Gympass

Descrição da vaga: Apply now for a career that puts wellbeing first!


Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment – but you’ll make wellbeing universal, so everyone can be happy and healthy.


We are hiring a CX Excellence Specialist to our Customer Experience team in São Paulo, Brazil!

At CX our mission is to create the world’s best partner and/or customer service experience and to create the world’s best employee (CX agent) experience – “our agents are our first customers”.

To be a reference in empathy (active listening, identification of the real problems of partners and/or customers) and to be a reference in knowledge (business, processes, tools, relationships and problem solving).


  • Process Analysis: Evaluate existing workflows to identify bottlenecks, inefficiencies and simplification opportunities.
  • Strategies Development: Develop and implement continuous improvement strategies aligned with organizational objectives.
  • Project Management: Lead process optimization projects, defining goals, timelines and resources required for successful execution.
  • Data Collection: Use metrics and key performance indicators to measure progress on improvement initiatives and make informed decisions.
  • Interdepartmental Collaboration: Work closely with cross-functional teams to ensure effective implementation of process changes.
  • Training and Capacity Building: Identify training needs to ensure that employees understand and adopt the new processes.
  • Promoting a Culture of Continuous Improvement: Fostering an organizational culture focused on the constant search for best practices and innovation.
  • Risk Assessment: Identify and mitigate potential risks associated with process changes.


  • Bachelor’s degree or full technical; MBA or extra course in Customer Experience or similar;
  • Previous relevant work with CX service processes;
  • Intermediate/Advanced English. Spanish is a plus;
  • Knowledge in Agile Project Management, Time Management, Priority Management, Lean and Six Sigma, Processes (BPM), Knowledge Base (KCS), COPC;
  • Knowledge in People Management, Conflict Management
  • Knowledge in CX metrics: CSAT, FCR, NPS, SLA
  • Knowledge of Zendesk, Jira or similar tools;
  • Excellent leadership ability and influencing behavior (“I” or “D” in DISC);
  • Process-oriented problem solving mindset (“C” in DISC);
  • Excellent oral and written communication (concise and structured);
  • Ability to create materials (PPTs, infographics, videos, announcements);
  • Relationship with peers and subordinates, People and process management, Teamwork.

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 X and YZ are mandatory requirements (change this last sentence according to core requirements of the role).


We’re a wellness company that is committed to the health and well-being of our employees. Our flexible program allows you to customize your benefits, according to your needs! Our benefits include:

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: We understand that together, Gympassers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

GYMPASS: We believe in our mission and encourage our employees and their families to find their passion 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: We know how important it is that our employees take time away from work to recharge.

BR: Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for 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.

BR: 100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent’s relationship with the co-parent, Also extended maternity leave under local legislation

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 !

And to get a glimpse of Life at Gympass… Follow us on @gympasscareers and !

Diversity, Equity, and Belonging at Gympass

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Gympass 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



Local: São Paulo – SP

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