Customer Experience Assistant

Description

This is an exciting opportunity to join one of the world's fastest-growing digital health companies and help build the future of healthcare. We are building a new team in **Rio de Janeiro** to exclusively serve our customer base in the UK, and we are seeking CX professionals who want to grow with us in an international, dynamic, and rapidly evolving environment. You will play a pivotal role in ensuring an exceptional experience for our patients, supporting people throughout their health journeys — from mental health to weight loss and hair loss treatments — always with empathy, technical excellence, and a solution-oriented mindset. Your goal is to create an experience so good that our patients want to recommend it to their friends. You will be the first person our patients speak with and act as their voice within the company. You are someone who makes things happen even amid ambiguity, thrives in dynamic environments, and confronts challenges head-on, transforming uncertainties into opportunities. You are passionate about solving real patient problems and have an interest in innovation and design. **Responsibilities** * Deliver high-quality responses that resolve patient issues across multiple channels, ensuring prompt service * Be the voice of MANUAL and Voy, working with patients to guide them through their journey * Proactively identify root causes and prevent recurring issues * Collaborate with international teams (especially in the UK) to ensure rapid and effective resolutions * Contribute to process improvements and enhancements in patient experience * Work with the UK team, supporting the customer base using AI-powered translation **You’re a great fit if** **Think big** — you’re inspired by ambitious solutions to large-scale patient problems, approach challenges from first principles, and possess the determination to overcome obstacles. **Act fast** — you know how to balance speed and quality, collaborate well with others, and communicate clearly, quickly understanding people’s needs and helping find solutions. **Continuously improve** — you see the big picture, hold a growth mindset (for yourself and others), value feedback, and focus on solving problems — not blaming people — doing whatever it takes to help our patients. **Requirements** * Availability to work in a hybrid model in Rio de Janeiro (2 days per week in the office) * Availability to work Monday through Friday, either from 8:00 AM to 5:00 PM or from 9:00 AM to 6:00 PM * Intermediate or advanced English for written and verbal communication with international teams * Excellent communication skills, empathy, and problem-solving abilities * Ability to view feedback as positive and continuously seek to improve your work and personal development * Practical mindset (“hands-on”), with willingness to learn and handle new situations * Team spirit and strong collaboration skills * Prior experience in customer service, support, or CX operations (experience in healthcare is a plus) **Nice-to-haves** * Experience with support platforms such as Zendesk, HubSpot, Salesforce, or similar * Prior experience in startups and/or digital health companies **Benefits** * Wellhub * Cambly English course * Comprehensive health insurance plan with no co-payment * 5-month maternity leave * Childcare allowance * Meal/food allowance (R$40/day)