mindvalley - Customer Experience Specialist (Contractor Role)

• 1. High-Touch Engagement: Provide premium support both asynchronously (via email/community platforms) and synchronously (during live sessions) to ensure your cohort receives a world-class experience. • 2. Live Event Moderation: Act as a key figure during live sessions, managing the chat, facilitating on-camera Q&A, and ensuring a safe, energetic environment for learners. • 3. SME Leadership: Leverage your deep knowledge of the specific program content to answer complex learner questions and foster meaningful discussions within the community. • Customer Success & Voice of the Customer (VoC): • 1. Blocker Removal: Proactively identify and address learning blockers. Flag potential curriculum or platform issues to curriculum owners and internal leadership to ensure they are resolved before they impact retention. • 2. Success Advocacy: Monitor student progress and intervene when learners fall behind, ensuring they have the resources and encouragement needed to succeed in their goals. • 3. Feedback Loops: aggregate student sentiment and survey data to provide actionable insights to product teams, ensuring the "Voice of the Customer" shapes future iterations of the program. • Program Administration: • 1. Operational Execution: Ensure the program is delivered without a hitch. Manage the logistical side of the cohort, ensuring all actions—from calendar invites to resource uploads—are completed in a timely manner. • 2. Resource Management: Verify that all learning materials are accessible and that students have clear guidance on how to navigate the platform. • Process & Technical Improvement: • 1. Operational Excellence: Identify opportunities for workflow improvements and automations. Work with internal stakeholders to drive operational excellence in both our internal processes and the customer-facing platform. • 2. System Optimization: Collaborate with tech teams to implement tools that solve recurring student issues, reducing friction and manual administrative work. • Technical Competencies • 1. Data Literacy: Ability to interpret survey data and NPS scores to create clear, written reports for leadership (Google Sheets/Excel proficiency). • 2. Project Management Tools: Comfortable using ticketing and task management systems (e.g., Jira, Asana) to track deliverables and program timelines. • 3. Virtual Event Platforms: Proficiency in Zoom (webinar settings, breakout rooms, moderation controls) and familiarity with community platforms (e.g., Circle, Facebook Groups). • 4. Support Platforms: Experience with helpdesk software (Zendesk, Intercom) is a strong plus. • Soft Competencies • 1. Attention to Detail: A meticulous eye for spotting errors in processes, scheduling, or inconsistencies in quality standards. • 2. Empathy & Coaching: The ability to work with customers and peers in a way that is supportive, constructive, and encourages growth. • 3. Problem Solving: A relentless drive to fix the "root cause" rather than applying quick fixes. • 4. Communication: Exceptional skill in translating complex problems into understandable and actionable advice for students and stakeholders. • 5. Adaptability: Comfortable working in a fast-paced environment where priorities may shift based on real-time data. • High-Touch Engagement: Provide premium support both asynchronously (via email/community platforms) and synchronously (during live sessions) to ensure your cohort receives a world-class experience. • Live Event Moderation: Act as a key figure during live sessions, managing the chat, facilitating on-camera Q&A, and ensuring a safe, energetic environment for learners. • SME Leadership: Leverage your deep knowledge of the specific program content to answer complex learner questions and foster meaningful discussions within the community. • Blocker Removal: Proactively identify and address learning blockers. Flag potential curriculum or platform issues to curriculum owners and internal leadership to ensure they are resolved before they impact retention. • Success Advocacy: Monitor student progress and intervene when learners fall behind, ensuring they have the resources and encouragement needed to succeed in their goals. • Feedback Loops: Aggregate student sentiment and survey data to provide actionable insights to product teams, ensuring the "Voice of the Customer" shapes future iterations of the program. • Operational Execution: Ensure the program is delivered without a hitch. Manage the logistical side of the cohort, ensuring all actions—from calendar invites to resource uploads—are completed in a timely manner. • Resource Management: Verify that all learning materials are accessible and that students have clear guidance on how to navigate the platform. • Operational Excellence: Identify opportunities for workflow improvements and automations. Work with internal stakeholders to drive operational excellence in both our internal processes and the customer-facing platform. • System Optimization: Collaborate with tech teams to implement tools that solve recurring student issues, reducing friction and manual administrative work. • Data Literacy: Ability to interpret survey data and NPS scores to create clear, written reports for leadership (Google Sheets/Excel proficiency). • Project Management Tools: Comfortable using ticketing and task management systems (e.g., Jira, Asana) to track deliverables and program timelines. • Virtual Event Platforms: Proficiency in Zoom (webinar settings, breakout rooms, moderation controls) and familiarity with community platforms (e.g., Circle, Facebook Groups). • Support Platforms: Experience with helpdesk software (Zendesk, Intercom) is a strong plus. • Soft Competencies • Attention to Detail: A meticulous eye for spotting errors in processes, scheduling, or inconsistencies in quality standards. • Empathy & Coaching: The ability to work with customers and peers in a way that is supportive, constructive, and encourages growth. • Problem Solving: A relentless drive to fix the "root cause" rather than applying quick fixes. • Communication: Exceptional skill in translating complex problems into understandable and actionable advice for students and stakeholders. • Adaptability: Comfortable working in a fast-paced environment where priorities may shift based on real-time data.