Business Operations Tech Lead | Service Desk

Apply now for a career that puts wellbeing first!

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. 

*Big news: Gympass is now Wellhub! 
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. 

THE OPPORTUNITY

We are hiring a Business Operations Tech Lead for our DOTS-CX team in Brazil!

At DOTS, we are developing scalable solutions that make Wellhubbers more productive, assuring user-friendly, data-driven, and confident products, for efficient and measurable work in the business areas. We divide DOTS PD team internally into 4 Product Domains responsible for changing the company vision into an experience-centric one using different approaches. 
This person will have a crucial role in ensuring the efficient and effective operation of the second-level service desk. This position is responsible for handling escalated technical issues, providing in-depth troubleshooting, and supporting the overall service delivery process. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a customer-centric approach.

YOUR IMPACT

• Improved Service Delivery: By efficiently handling escalated technical issues and resolving complex problems, they ensure timely and effective service delivery, increasing customer satisfaction and reducing issues.
  
• Enhanced Productivity: Their expertise in troubleshooting and problem resolution helps to minimize disruptions to business operations, enabling employees to work more productively.
  
• Knowledge Sharing: Through mentoring and training first-level service desk staff, they contribute to developing a knowledgeable and skilled support team, improving the overall service desk capabilities.
  
• Continuous Improvement: Their involvement in service improvement initiatives and process optimization helps to streamline operations, enhance efficiency, and drive overall service quality.
  
• Customer Satisfaction: By providing timely updates and effective communication to end-users, they build trust and confidence in the IT support services, fostering a positive customer experience.
  
• Innovation: By staying abreast of emerging technologies and industry trends, they can identify opportunities for innovation and implement new solutions to improve service delivery and support business goals.
  
• Risk Mitigation: By proactively identifying and addressing potential problems, they help minimize business operations risks and protect critical data and systems.
• Provide Product insights for new features: By understanding the root cause of tickets, this person will feed the product backlog with new development opportunities.
  
• Live the mission: inspire and empower others by genuinely caring for your 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 balance.
  

WHO YOU ARE

• You have proven experience in a technical support or service desk role, demonstrating a solid understanding of various operating systems, software applications, and hardware.
• You possess the ability to mentor and train junior team members, sharing knowledge and expertise to elevate the team's overall skill level.
• You are a forward-thinking professional who can analyze product data, identify opportunities, and help shape the overall product roadmap.
• You can effectively communicate complex technical information to both technical and non-technical audiences, ensuring clarity and understanding.
• You actively listen to requesters' concerns, demonstrating empathy and understanding while providing timely and accurate updates.
• You possess exceptional analytical and problem-solving skills and has a proven track record of troubleshooting complex technical issues.
• You stay updated on emerging technologies and industry trends, eager to learn and apply new knowledge to improve service delivery.
• Works collaboratively with team members and other departments, fostering a positive and supportive work environment.
• Prioritizes customer satisfaction, going above and beyond to meet their needs and exceed expectations.
• You can manage time effectively, prioritizing tasks and meeting deadlines while maintaining a high level of accuracy and attention to detail.
• Thrives in a fast-paced and dynamic environment, adapting to changing priorities and remaining calm under pressure.
• Takes initiative to identify and address potential issues before they escalate, demonstrating a proactive approach to problem-solving.
• You have advanced English skills, in writing and speaking;
• Bachelor's degree in Computer Science, Information Technology, or a related field.

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. 

WHAT WE OFFER YOU

We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs! 

Our benefits include:

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. 

Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.  

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page! 

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

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

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