CX Analyst

Voy; Região Geográfica Intermediária do Rio de Janeiro; On-site; BRL 42,000 - 66,000; Full time

Job summary

Voy is seeking a CX professional to support our UK-based patients, delivering high-quality care across multiple channels with empathy and efficiency.

You will be the first point of contact, advocating for patients and sharing their feedback with international teams to drive improvements in service and outcomes.

Qualifications

• Fluent English for written and verbal communication with international teams.
• Excellent communication skills, empathy, and problem-solving abilities.
• Willingness to participate in video calls as part of the day.
• Comfort with giving and receiving feedback to improve performance.
• Demonstrated team mindset and collaboration skills.
• Experience in customer service, support, or CX operations (healthcare a bonus).
• Experience with ticketing platforms such as Zendesk, HubSpot, or Salesforce.
• Previous work in startups and/or digital health companies.

Responsibilities

• Provide high-quality patient care by solving problems across multiple channels and ensuring timely responses.
• Engage with UK-based patients, communicating primarily in English.
• Act as the voice of patients by sharing insights and feedback to the company.
• Identify root causes and prevent recurring issues.
• Collaborate with international teams to resolve issues quickly and effectively.
• Work with the clinical care team to ensure safe, effective practice.

Skills

Fluent English

Excellent communication

Empathy

Problem-solving

Video calls

Feedback mindset

Roll up your sleeves

Team collaboration

Customer service

CX operations

Tools

Zendesk

HubSpot

Salesforce

Job description

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.