Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we’re on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. 

Join us in redefining the future of wellbeing!

THE OPPORTUNITY

We are hiring a CX Reclame Aqui Manager to our Business Transformation team in São Paulo - Brazil!

The CX Reclame Aqui Manager is responsible for the strategic and operational leadership of the Reclame Aqui channel, ensuring Wellhub’s reputation as a market leader with very high scores and a consistent RA-1000 reputation. You will fully own the operation, managing internal teams and BPO partners to resolve complex consumer conflicts while driving a high-performance culture. The main objective is to ensure the highest level of customer satisfaction and protect Wellhub’s reputation

YOUR IMPACT

• End-to-End RA Ownership: Fully own the Reclame Aqui operation, ensuring the brand maintains higher scores than its competitors and an RA-1000 status through strategic oversight and daily execution.
• KPI Accountability: Track, guarantee, and report on all key performance indicators: Customer Score, Solution Rate, Would Do Business Again, and FRT.
• Proactive Problem Solving: Anticipate operational obstacles and propose fixes early, ensuring a "Next Play" mentality across the team without waiting for leadership prompts.
• BPO & Team Management: Lead, mentor, and develop the internal team and the BPO, providing specific, behavior-based coaching and fostering a high-performance culture.
• Strategic Solution Quality: Implement and oversee the QA process to transform agents’ difficulties into positive resolutions.
• Stakeholder Collaboration: Independently build relationships with Product Development, WFM, Insights, Quality, Training, and other teams to drive progress and operational synergy.
• Process Excellence: Implement process enhancements that increase team velocity and quality with minimal increase in capacity or budget.
• Feedback and Documentation: Actively seek, act upon, and deliver constructive feedback. Lead post-mortems for major crises and keep operational documentation alive and updated.
• Decision Impact: Own the quality and impact of every decision made within the operation, considering the ripple effect on public reputation and stakeholders.
• Strategic Insight Conversion: Deliver "Voice of the Customer" intelligence to internal stakeholders, converting public feedback into actionable initiatives that drive product and operational improvements.
• Response Guidelines: Establish global guidelines for public responses in critical or sensitive cases, ensuring high standards for tone of voice, legal compliance, and resolution quality across all public messages.
• 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 wellness.

Who You Are

• Bachelor’s degree (primarily in Business, Communications, or a related field).
• Proven CX leadership background with a high degree of autonomy and accountability.
• Ability to work in a fast-paced environment and manage high-stakes consumer conflicts.
• Availability for regular on-site presence at the office and BPO facilities.
• Resilient mindset with a focus on results and "Next Play" attitude.
• Advanced expertise in Reclame Aqui rules, algorithms, and RA-1000 certification criteria.
• Deep knowledge of CX Support dynamics and KPIs.
• Mastery of HugMe and Zendesk.
• Advanced data analysis and visualization (Excel/Google Sheets/BI).
• 3+ years of experience managing Reclame Aqui operations.
• Experience leading large-scale operations via BPOs and internal teams.
• Experience in roles requiring high ownership and independent execution.
• English: Advanced/Fluent (Mandatory) – for international reporting and meetings. 

WHAT WE OFFER YOU

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. 

Our flexible benefits program allows you to customize some of the benefits, according to your needs!

Our benefits include:

WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.

WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content. 

HEALTHCARE: Health, dental, and life insurance. 

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office. 

PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.  

CAREER GROWTH: Access world-class platforms, participate in interactive sessions,  build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.

CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here. 

And to get a glimpse of life at Wellhub… Follow us on Instagram @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.

Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.