CX Specialist - German & English Speaker
The CX Specialist - German & English Speaker at Wellhub is a pivotal role within the Customer Experience End-User team, based in Madrid, Spain. Wellhub is a company dedicated to revolutionizing workplace wellness by connecting employees worldwide to top-tier partners in fitness, mindfulness, therapy, nutrition, and sleep through a unified subscription platform. This position is integral to ensuring a seamless and positive experience for end-users, aligning with Wellhub's mission to make every company a wellness company.
In this role, the specialist will manage communications across multiple channels, including email, chat, and phone, addressing complex and escalated inquiries. Responsibilities include diagnosing technical issues, handling high-friction situations, and providing tailored solutions to maintain ecosystem health and enhance user retention. The specialist will also be responsible for accurately updating CRM records, categorizing tickets promptly, and collaborating with various departments to support overall operations.
Candidates should have completed high school or technical school, with a degree being a plus. Proficiency in CRM systems such as Zendesk, Darwin, or Salesforce, as well as analytics tools like Tableau or Metabase, is required. Excellent grammar and computer skills are essential, with knowledge of Google Workspace considered advantageous. Previous experience in multi-channel customer support is necessary. Fluency in German and advanced English are mandatory, with a good level of Spanish; proficiency in French is a plus.
Wellhub offers a comprehensive benefits package, including a free Gold membership providing access to onsite gyms, digital fitness programs, and online wellness resources. Health insurance is provided, along with flexible work options, including hybrid and remote arrangements. Employees receive a minimum of 25 days of paid holiday per year, with additional days for tenure, and an extra holiday on their birthday. The company also offers 100% paid parental leave to all new parents, with extended leave and a ramp-back period for those giving birth.
Joining Wellhub means becoming part of a team that values wellbeing, collaboration, and diverse perspectives. The company fosters an environment where passion and creativity drive real impact, offering opportunities for personal and professional growth. Employees are encouraged to take ownership of their roles and wellbeing, contributing to a supportive culture that prioritizes work-life balance.