CX Analyst

Voy; Brasil; Sur place; BRL 171 000 - 278 000; Plein temps

Résumé du poste

Voy is a fast-growing digital health company focused on delivering exceptional patient experiences for UK customers. You will be the first point of contact, solving problems across channels with empathy and efficiency while representing the patient voice across the organization.

This role emphasizes speaking English daily, collaborating with international teams, and supporting patients on their health journeys in a fast-evolving environment.

Qualifications

• Fluent English for written and verbal communication with international teams.
• Excellent communication, empathy, and problem-solving abilities.
• Willing to be on video calls for part of your day.
• You see feedback as a gift, and constantly look for ways to improve your work and grow as a person.
• Roll up your sleeves mentality and willingness to learn and jump into unknown situations.
• Strong teamwork and collaboration skills.
• Experience in customer service, support, or CX operations (healthcare background a bonus).
• Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar.

Responsabilités

• Providing high quality patient care by solving problems across multiple channels and ensuring efficient and timely responses.
• Working directly with our patients living in the UK, speaking in English throughout the day.
• Act as the voice of our patients by sharing their insights and feedback.
• Act proactively to identify root causes and prevent recurring issues.
• Collaborate with international teams (especially in the UK) to ensure fast and effective resolutions.
• Work closely with the wider clinical care team to ensure safe, effective practice.

Connaissances

Fluent English

Communication skills

Empathy

Problem solving

Video calls

Feedback mindset

Roll up sleeves

Team player

Collaboration

Customer service experience

Outils

Zendesk

HubSpot

Salesforce

Description du poste

This is an exciting opportunity to join one of the fastest-growing digital health companies in the world and help build the future of healthcare. We’re growing our team who look after our UK customer base, and we are looking for CX professionals who want to grow with us in an international, dynamic, and fast-evolving environment. You will play a key role in ensuring an exceptional customer experience, supporting people on their health journeys - from weight loss to hair loss treatments - with empathy, efficiency, and a solution-oriented mindset.

Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the first person our patients speak to and you'll advocate their voice throughout the company.

You’re someone who makes things happen despite ambiguity, thrives in a dynamic environment and takes challenges head-on. You have a passion for solving real problems and working as part of a team to build a service our patients can trust in.

This role requires English fluency, as you'll be supporting our UK customers everyday.

What you'll be doing

• Providing high quality patient care by solving problems across multiple channels and ensuring efficient and timely responses

• Working directly with our patients living in the UK, speaking in English throughout the day.

• Act as the voice of our patients by sharing their insights and feedback

• Act proactively to identify root causes and prevent recurring issues

• Collaborate with international teams (especially in the UK) to ensure fast and effective resolutions

• Work closely with the wider clinical care team to ensure safe, effective practice.

How you operate

• Think big - you're inspired by ambitious solutions to big patient problems, you approach them from first principles and you have the determination to clear hurdles to get there.

• Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand people's needs and help them find a solution.

• Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients.

Requirements

• Fluent English for written and verbal communication with international teams

• Excellent communication skills, empathy, and problem-solving abilities.

• Happy to be on video calls for part of your day

• You see feedback as a gift, and constantly look for ways to improve your work and grow as a person

• You have a "roll up your sleeves" mentality where you're willing to learn and jump into unknown situations

• You have a team mentality and strong collaboration skills

• Previous experience in customer service, support, or CX operations (bonus points for healthcare)

• Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar;

• Previous experience in startups and/or digital health companies.