Customer Experience Specialist – Contractor Role

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Deliver exceptional asynchronous support via email and community channels.

• Provide real-time assistance during live sessions.

• Oversee chat moderation during live sessions and lead on-camera Q&A.

• Foster a secure and vibrant learning atmosphere.

• Act as a subject matter authority on a key content area.

• Address intricate learner inquiries and promote community engagement.

• Recognize and resolve learning barriers.

• Report curriculum or platform concerns to curriculum managers and internal leadership.

• Track student progress and take action when learners begin to lag.

• Compile student feedback and survey results to provide actionable insights for the product team.

• Handle cohort coordination, including managing calendar invitations and resource uploads.

• Ensure accessibility of learning materials and assist students in navigating the platform.

• Identify opportunities for workflow enhancements and automation.

• Collaborate with internal stakeholders and technical teams to streamline processes and implement tools.

• Minimize recurring student challenges, friction, and manual administrative tasks.

⛳️ Requirements

• Over 2 years of experience in Community Management, Customer Success, or EdTech support.

• Demonstrated experience in moderating live virtual events or webinars.

• Comfortable appearing on camera.

• Strong personal interest in personal growth and self-improvement.

• Ability to analyze survey data and NPS scores, and produce clear written reports for leadership.

• Proficient in Google Sheets/Excel.

• Familiarity with ticketing and task management systems such as Jira and Asana.

• Expertise in Zoom, including webinar functionalities, breakout rooms, and moderation tools.

• Knowledge of community platforms like Circle and Facebook Groups.

• Experience with helpdesk software like Zendesk and Intercom is a significant advantage.

• Strong attention to detail in processes, scheduling, and quality assurance.

• Empathy and coaching skills.

• Proficiency in root-cause analysis and problem-solving.

• Excellent communication skills for converting complex issues into actionable recommendations.

• Adaptable in a dynamic and fast-paced environment.

• Bachelor's degree in a relevant field (preferred).

• Experience with premium or high-ticket clients is highly desirable.

• Genuine enthusiasm for personal development; knowledge of Mindvalley content is a distinct asset.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse and inclusive workplace.

• Participation in a voluntary and confidential DEI survey; responses are not considered in hiring decisions and are securely stored in anonymized or aggregated formats.

• Remote work flexibility.