About Mindvalley
Mindvalley is the leading and most promising ed-tech company to date. We dominate the US market for Personal Growth Education. We are empowering athletes within every major US sports team and promoting successful learning strategies in major companies.
We innovate tools that induce enlightenment within every aspect of human life. We are seeking the best engineers to build the best and most advanced education platform our species has seen. The goal to mark our success is: powering up to 100 countries, powering every Fortune 500 company, and progressing humanity towards a better future.
About the Role:
As the Head of Customer Experience at Mindvalley, you will play a pivotal role in shaping the customer journey and driving the vision of creating a seamless experience for our users.
Mindvalley, an innovative personal transformation learning platform, is on a mission to redefine education and become a lifestyle brand, creating a space where individuals not only gain knowledge but also embark on a journey of personal growth.
In this dynamic leadership position, you will oversee two critical teams – Customer Support and Customer Experience.
Responsibilities:
- Manage the day-to-day operations of the internal customer support team, implement strategies to continuously improve support team operations and enhance the overall customer support experience.
- Develop and track Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) for the customer support team
- Manage Mindvalley’s partnership with a customer support outsourcing and automation company. Coordinate with external partners overseeing customer support agents and automation solutions (chatbots) to optimize service efficiency.
- Define and oversee the customer experience for Mindvalley products, ensuring a seamless journey for users. Emphasis on developing strategies for fragmentation of products, ensuring a cohesive and integrated customer experience across the Mindvalley ecosystem.
- Manage operations and strategy for the customer experience (concierge) team.
- Lead the hiring and training for the customer experience team to ensure they embody Mindvalley's values and deliver exceptional service.
Requirements:
- Proven experience in a leadership role within customer support and customer experience domains.
- Strong understanding of customer support operations, strategy, KPIs, and OKRs.
- Proficient in hiring, training, and leading high-performing customer support and experience teams.
- Strategic mindset with the ability to envision and implement cohesive customer experience strategies.
- Strong organizational, problem solving and project management skills with attention to detail.
- Self-motivated and able to work independently with a high degree of accountability.
- Excellent communication and collaboration skills.
- Ability to adapt to a dynamic and fast-paced environment.
- Previous experience in the edtech or e-learning industry is a plus.
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.
