Customer Experience Specialist

About Mindvalley

Mindvalley is one of the leading and most promising ed-tech companies on the planet. We have dominated the US market for Personal Growth Education and created a brand that is now powering athletes in every major US sports team and learning in major companies.

We make people better humans in every aspect of life and we are seeking the best engineers on the planet to come together to build the most advanced education platform our species has seen. If we achieve our goal we will be powering 100 countries, every company in the Fortune 500 and moving humanity towards a better future for the human race.

About the Role:

As a Customer Experience Specialist for the Mindvalley Mastery Programs, you will be responsible for nurturing and supporting a vibrant community of customers who have enrolled in our Mastery and Certification programs. The purpose of a Customer Experience Specialist is to provide a premium customer experience. This elite community offers lifetime access to exclusive networking opportunities and multiple weekly lectures to enhance their personal growth journey. Your role will involve engaging with these high-value customers, providing exceptional customer support, fostering discussions, and facilitating a sense of belonging within the community. 

You will also play a pivotal role in ensuring the seamless execution of virtual learning sessions (live calls). Your responsibilities encompass a range of crucial tasks, from scheduling and managing Zoom calls, data capture and analytics, and coordinating with speakers and various teams to enhance the overall participant experience. 

You will also collaborate closely with the Mindvalley team to identify improvement opportunities, provide customer feedback, escalate issues and find upselling opportunities for other premium products.

Responsibilities:

• Community Moderation: You will be the owner of the community space - inviting participants, settting up spaces & guides in collaboration with the Mastery team.
• Community Engagement: Actively interact with customers in the Mindvalley Mastery community, creating a positive and supportive atmosphere. Prompt discussions, respond to questions, and initiate engaging conversations to keep the community active and thriving.
• Customer Support: Provide timely and personalized support to customers, addressing their queries, concerns, and feedback. Ensure a high level of satisfaction among program participants.
• Program Guidance: Guide customers throughout their Mastery program journey, offering insights, motivation, and encouragement to help them make the most of their learning experience.
• Product Knowledge: Develop a deep understanding of Mindvalley's Mastery products and their unique features. Stay updated on new offerings and be prepared to share valuable insights with the community.
• Customer Communication: Manage customer communications after purchase. Create the onboarding and keep customers informed with all program updates.
• Reporting and Analytics: Monitor community engagement, track key performance metrics, and provide regular reports to the management team to assess the community's health and identify areas for improvement.
• Consultative Upselling and Cross-selling: Collaborate with the Mindvalley team to identify potential upselling opportunities within the Mastery product range. Share relevant information about other products and encourage community members to explore additional offerings.
• Scheduling Live Calls on Zoom: Efficiently schedule Zoom calls in accordance with the program's curriculum and timelines.
• Communication and Coordination: Communicate with speakers to ensure smooth scheduling and preparation for the lessons. Share Zoom call links with the appropriate stakeholders, mainly the Curriculum Management and Community Concierge Team, in advance to facilitate smooth program execution.
• Live Call Design Coordination: Collaborate closely with the Design team by raising tickets for the creation of Live call covers, ensuring a visually appealing and informative setup for each session.
• Live Call Management: Take ownership of managing and hosting Zoom calls - hosting the call on Zoom, welcoming the participants and introducing the speakers, guiding the Q&A section of the call and steer discussions in a meaningful direction. 
• Content Management:
  • Download the live call recordings from Zoom, edit the videos and upload them to the platform for customer consumption, promptly after each session. 
  • Download the live call transcripts from Zoom, edit it with Mindvalley branding and upload them to the platform for customer consumption, promptly after each session. 
  • Download, convert to pdf and upload to Platform any additional resources that have been shared during the session by the speakers. 

Requirements:

• Proven experience in customer support or community management roles.
• Exceptional online communication skills with the ability to engage and inspire a diverse audience.
• Understanding of Mindvalley products and a passion for personal growth and development. 
• Proficient in using Zoom and comfortable with various virtual meeting platforms. Ability to troubleshoot technical issues.
• Strong organizational skills with attention to detail to effectively manage session schedules and materials.
• Excellent communication skills, both written and verbal, to interact with teams and participants.
• Effective time management skills to ensure sessions are scheduled and managed efficiently.
• A team player who can work closely with multiple teams. 
• Willingness to adapt to changing requirements and schedules.
• Customer focused and committed to providing exceptional customer service to program participants.
• Self-motivated and able to work independently with a high degree of accountability.
• Flexibility to work during US time zone working hours to accommodate the community's needs.

Mindvalley is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.