Customer Experience Specialist – Contractor Role
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Job Description
Customer Experience Specialist supporting Mindvalley Academy students through premium programs. Moderating live sessions, removing learning blockers, and shaping product improvements through customer feedback.
Responsibilities:
- Provide premium asynchronous support through email and community platforms and synchronous support during live sessions
- Moderate live sessions, manage chat, facilitate on-camera Q&A, and maintain a safe, energetic learning environment
- Answer complex learner questions and foster meaningful community discussions as a Subject Matter Expert
- Identify and address learning blockers and escalate curriculum or platform issues
- Monitor student progress and intervene when learners fall behind
- Aggregate student sentiment and survey data to provide actionable insights to product teams
- Manage cohort logistics, including calendar invites and resource uploads
- Verify learning materials are accessible and guide students through platform navigation
- Identify workflow improvements and automations
- Collaborate with internal stakeholders and technology teams to improve processes and resolve recurring student issues
Requirements:
- 2+ years of experience in Community Management, Customer Success, or EdTech support
- Proven experience moderating live virtual events or webinars, including managing chat and facilitating on-camera Q&A
- Comfortable on camera
- Strong personal interest in personal growth and development
- Deep knowledge of specific program content sufficient to act as a Subject Matter Expert
- Ability to interpret survey data and NPS scores and create clear written reports for leadership
- Google Sheets/Excel proficiency
- Comfortable using ticketing and task management systems such as Jira or Asana
- Proficiency in Zoom, including webinar settings, breakout rooms, and moderation controls
- Familiarity with community platforms such as Circle or Facebook Groups
- Experience with helpdesk software such as Zendesk or Intercom is a strong plus
- Bachelor's degree in a related field (preferred)
- Experience working with premium or high-ticket customers is highly desirable
- Exceptional communication, problem-solving, adaptability, empathy, coaching, and attention to detail
Benefits:
- Remote work arrangement
- Equal opportunity and commitment to a diverse and inclusive workplace
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