CX Specialist - German & English Speaker

THE OPPORTUNITY

We are hiring a CX Specialist - German & English Speaker to our CX End-User team in Spain!

This role is responsible for delivering high-quality support to Wellhub’s End Users, acting as a key point of contact for complex and escalated inquiries across multiple channels. The position goes beyond basic troubleshooting, requiring the ability to diagnose technical issues, manage high-friction situations, and provide tailored solutions that ensure ecosystem health and long-term user retention.

YOUR IMPACT

• Ensure customer satisfaction by managing all communications (email, chat, phone)
• Providing accurate, complete solutions to inquiries and complaints using established methods and tools.
• Build sustainable relationships and trust through empathetic, open communication, while diligently researching customer accounts for proper resolution.
• Manage and update CRM records accurately, categorizing tickets promptly and consistently, and follow up on pending issues to ensure timely resolution.
• Adhere to all processes and policies, proactively escalating trends or critical issues to leadership when necessary.
• Achieve personal and team targets for quality and productivity, and collaborate closely with multiple departments to support all operations.
• Handle additional responsibilities such as processing refunds and approvals.
• Ensure excellent service, always being helpful and empathetic.
• Committing to the training and guidance received to always be updated on the processes.
• 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

• High School/Technical school completed. A degree is a plus.
• Knowledge with CRMs (e.g., Zendesk, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau, Metabase).
• Excellent grammar and computer skills.
• Knowledge of Google Workspace is a plus.
• Previous experience with CX, multi-channel, and written customer support.
• Native German and advanced English are mandatory.
• Availability to work from 11:30am - 8pm.

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 native German and advanced English are mandatory requirements.