Customer Experience Analyst - English Speaker

Customer Experience Analyst - English Speaker This is an exciting opportunity to join one of the fastest-growing digital health companies in the world and help build the future of healthcare. We’re growing our team in Sao Paulo who look after our UK customer base, and we are looking for CX professionals who want to grow with us in an international, dynamic, and fast-evolving environment. You will play a key role in ensuring an exceptional customer experience, supporting people on their health journeys - from weight loss to hair loss treatments - with empathy, efficiency, and a solution-oriented mindset. Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the first person our patients speak to and you'll advocate their voice throughout the company. You’re someone who makes things happen despite ambiguity, thrives in a dynamic environment and takes challenges head-on. You have a passion for solving real problems and working as part of a team to build a service our patients can trust in. What you'll be doing Providing high quality patient care by solving problems across multiple channels and ensuring efficient and timely responses Act as the voice of our patients by sharing their insights and feedback Act proactively to identify root causes and prevent recurring issues Collaborate with international teams (especially in the UK) to ensure fast and effective resolutions Conduct BMI verification consultations for patients applying for GLP-1 weight management treatment via video call. You should be comfortable being on video calls for part of your working day. Provide thorough patient education on the risks, benefits, and expected outcomes of treatment. When appropriate, screen for disordered eating and conduct eating disorder assessments as part of the consultation process. Educate patients on side effects to monitor and when to seek clinical support whilst on GLP-1 medication. Work closely with the wider clinical care team to ensure safe, effective practice. How you operate Think big - you're inspired by ambitious solutions to big patient problems, you approach them from first principles and you have the determination to clear hurdles to get there. Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand people's needs and help them find a solution. Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients. Requirements Availability to work in a hybrid model in Sao Paulo (2 days in office per week) Able to work Monday - Friday (shifts ranging from 8am - 7pm) Fluent English for written and verbal communication with international teams Excellent communication skills, empathy, and problem-solving abilities. Happy to be on video calls for part of your day You see feedback as a gift, and constantly look for ways to improve your work and grow as a person You have a "roll up your sleeves" mentality where you're willing to learn and jump into unknown situations You have a team mentality and strong collaboration skills Previous experience in customer service, support, or CX operations (bonus points for healthcare) Experience with ticketing platforms such as Zendesk, HubSpot, Salesforce, or similar; Previous experience in startups and/or digital health companies. Benefits Gympass. Cambly English course. Health insurance with co-pay. 5-month maternity leave. Childcare allowance. Meal/Food voucher (R$40/day). A fun and friendly work environment with a highly motivated team. Department Patient Experience Locations São Paulo Remote status Hybrid About Voy Healthcare is broken. We’re fixing it — and we need your help. Back in 2019, we launched MANUAL to tackle men's health (starting with hair loss and sexual health). A few years later, we launched Voy with a focus on weight loss. But our ambition has always been bigger. Healthcare too often treats conditions in isolation, not people as a whole, and we're on a mission to prove there's a better way. In 2025, we evolved from MANUAL into Voy, a brand built for the long game: supporting people through every stage of life, not just a single diagnosis. Today, we support over 1 million members across the UK, Germany and Brazil, delivering personalised care across weight loss, menopause, hair loss and TRT (with more categories on the way). Ready to join us and change how healthcare feels for millions of people?