Senior Customer Support Specialist (Contractor Role)
About the Role
As a Senior Customer Support Specialist, you will play a pivotal role in shifting our support strategy from reactive resolution to proactive prevention. Your primary focus will be to deeply understand why customers are contacting Mindvalley, acting as the owner of our "Voice of the Customer" (VoC) program.
You will analyze data to identify the biggest friction points in the user journey and champion technical and process improvements that reduce contact volume. This role requires a problem solver who can collaborate effectively with Product, Tech, and Marketing stakeholders to fix root causes, optimize operational efficiency, and ensure seamless customer outcomes.
Responsibilities:
Voice of the Customer (VoC) & Data Analysis:
Drive the VoC Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels.
Root Cause Analysis: Perform deep-dive analysis on contact volume to determine the "why" behind inquiries; identify systemic issues, bugs, or user experience gaps.
Strategic Reporting: Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction.
Process & Technical Improvement:
Contact Reduction: Lead projects focused on "ticket deflection" by identifying opportunities to improve proactive problem solving, product experience and in-product guidance.
Operational Efficiency: Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective.
Automation & Tech: Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention.
Stakeholder Collaboration & Influence:
Cross-Functional Advocacy: Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps.
Feedback Loop: Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment.
Support Enablement: While focused on strategy, serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.
Technical Competencies:
Data Analytics: Advanced ability to analyze large datasets to identify trends and actionable insights (proficiency in Excel/Google Sheets required; SQL or Tableau is a plus).
CX Platforms: Deep experience with ticketing systems (Zendesk, Jira) and configuration for data capturing.
Process Mapping: Ability to document and optimize complex user journeys and operational workflows.
Technical Aptitude: Understanding of API integrations, AI capabilities, and how software development lifecycles impact customer support.
Soft Competencies:
Strategic Thinking: Ability to look beyond individual tickets to see the "big picture" of the customer journey.
Stakeholder Management: Strong ability to influence cross-functional partners and advocate for the customer without direct authority.
Problem Solving: A relentless drive to fix the "root cause" rather than applying quick fixes.
Communication: Exceptional skill in translating complex support data into compelling narratives for business stakeholders.
Adaptability: Comfortable working in a fast-paced environment where priorities may shift based on real-time data.
Experience:
Bachelor's degree in a related field (preferred).
3+ years of experience in a customer support operations, CX analysis or a project management role
Proven track record of running or contributing to a Voice of the Customer (VoC) program.
Demonstrated experience in successfully reducing support contact volume through process or product improvements.
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.