Customer Support Director

Gympass; São Paulo; Híbrido; BRL 200.000 - 300.000; Tempo integral

Resumo da oferta

A Wellhub está buscando um Diretor de Suporte ao Cliente para liderar a estratégia de suporte no Brasil. Neste papel crucial, você irá moldar uma cultura centrada no cliente enquanto garante a excelência operacional e colabora com equipes globais. Ideal para um líder experiente em grandes equipes, este cargo oferece a chance de impactar positivamente a satisfação do cliente em uma empresa que valoriza o bem-estar e inovação.

Serviços

Seguro de saúde, dental e de vida

Modelo de trabalho flexível

Apoio para home office

Tempo livre remunerado

Licença parental remunerada

Oportunidades de crescimento de carreira

Qualificações

• Experiência significativa em suporte ao cliente e liderança de equipes grandes.
• Fluência em inglês; espanhol como um diferencial.
• Histórico comprovado em operações de suporte regional ou global.

Responsabilidades

• Desenvolver e executar a visão de suporte ao cliente alinhada às metas da empresa.
• Melhorar continuamente processos e tecnologias para um suporte eficiente.
• Colaborar com outras equipes para assegurar que o feedback do cliente molde melhorias no produto.

Conhecimentos

Liderança

Orientação ao cliente

Pensamento estratégico

Comunicação

Formação académica

Graduação em área relevante

Pós-graduação (desejável)

Descrição da oferta de emprego

Your wellbeing matters. Join a company that cares.

GET TO KNOW US

Wellhub (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 OPPORTUNITY

The Customer Support Director - Brazil will play a pivotal role in shaping and executing the strategic vision for customer support across the organization. This dynamic leadership position will focus on elevating operational excellence, driving innovative solutions, and cultivating a customer-centric culture, all while ensuring sustainable growth as the company expands. As the leader of a high-performing team, the Director will inspire and mentor talent, collaborate cross-functionally to deliver outstanding customer experiences, and drive company-wide strategies that prioritize both customer satisfaction and operational efficiency. The Director's influence will be instrumental in creating lasting impact and empowering the organization to exceed customer expectations at every turn.

YOUR IMPACT

Strategic Leadership:

• Shape and execute a customer support vision that aligns with the company’s goals.
• Build a global support framework with consistent standards across all touchpoints.
• Champion a customer-first culture, driving initiatives that elevate the customer experience.
• Develop top-tier support as we expand our customer base, regions, and products.

Operational Excellence:

• Continuously improve processes and technologies for scalable, efficient support.
• Track KPIs to measure performance, satisfaction, and uncover actionable insights.
• Use data to predict and resolve issues before they escalate.
• Build, mentor, and retain a diverse, high-performing team focused on innovation.
• Collaborate with global peers to align on strategies and ensure smooth execution.
• Empower team leaders to take charge while promoting collaboration and knowledge sharing.
• 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.

Cross-Functional Collaboration:

• Work closely with teams (PD, BT, DOTs, Sales, CX) to ensure customer feedback shapes product and process improvements.
• Be the voice of the customer in key leadership discussions.
• Foster strong relationships with stakeholders to drive customer-focused decisions.

Innovation and Growth:

• Spot opportunities to innovate and lead initiatives that improve support.
• Drive the adoption of cutting-edge technologies to boost operational efficiency.
• Prioritize high-impact projects to deliver maximum business value.

WHO YOU ARE

• Solid academic foundation in a relevant field; advanced degree is a plus.
• Deep expertise in customer support, with a proven track record leading large, high-volume teams.
• Success in managing regional or global support operations, ensuring consistent, top-tier service quality.
• Experienced in driving BPO partnerships and optimizing vendor performance for maximum impact.
• Fluent in English, with Spanish skills being a valuable bonus.
• Inspiring leader with a customer-first mindset that motivates teams to excel.
• Strong strategic thinker with a knack for analysis, problem-solving, and turning ideas into action.
• Proven ability to cultivate high-performance teams focused on accountability and growth.
• Outstanding communicator with the ability to build trust, influence, and align diverse teams.
• Passionate about innovation, transformation, and making a meaningful, lasting impact in customer support.

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 managing large-scale, global/regional customer support operations and BPOs, as well as high fluency in English, are mandatory requirements.

WHAT WE OFFER YOU

We're a wellness company that is committed to the health and wellbeing 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: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. 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: 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: We know how important it is that our employees take time away from work to recharge.

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. 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 onInstagram @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.

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