Senior Customer Support Specialist

About The Senior Customer Support Specialist Role at Mindvalley

As a Senior Customer Support Specialist, you will be instrumental in transforming Mindvalley's support strategy from reactive problem-solving to proactive prevention. Your core responsibility will involve deeply understanding the reasons behind customer interactions, taking ownership of our "Voice of the Customer" (VoC) program.

This role demands a meticulous problem solver capable of analyzing data to pinpoint major friction points in the user journey. You will champion both technical and process enhancements designed to significantly reduce contact volume. Effective collaboration with Product, Tech, and Marketing stakeholders is crucial to address root causes, optimize operational efficiency, and ensure consistently seamless customer experiences.

Responsibilities

Voice of the Customer (VoC) & Data Analysis:

• Drive the VoC Program: Lead the initiative to gather, analyze, and report on customer feedback and contact drivers across all communication channels.
• Root Cause Analysis: Conduct in-depth analysis of contact volume to uncover the underlying "why" behind inquiries, identifying systemic issues, bugs, or user experience deficiencies.
• Strategic Reporting: Develop and present actionable dashboards and reports to leadership, quantifying pain points and tracking the effectiveness of improvements in reducing customer contacts.

Process & Technical Improvement:

• Contact Reduction: Spearhead projects focused on "ticket deflection" by identifying and implementing opportunities to enhance proactive problem-solving, improve product experience, and embed in-product guidance.
• Operational Efficiency: Critically review and optimize internal workflows and user-facing processes to expedite and enhance the effectiveness of support resolution.
• Automation & Tech: Pinpoint recurring patterns ripe for AI and automation, collaborating with technical teams to deploy tools that resolve issues without human intervention.

Stakeholder Collaboration & Influence:

• Cross-Functional Advocacy: Serve as the primary link between Customer Support and the Product, Engineering, and Marketing teams, ensuring that customer feedback directly informs product roadmaps.
• Feedback Loop: Establish and maintain a consistent feedback mechanism to ensure all departments understand the impact of their decisions on support volume and customer sentiment.
• Support Enablement: While focused on strategic initiatives, provide subject matter expertise to support managers and agents during critical incidents or complex escalations.

Technical Competencies

• Data Analytics: Advanced proficiency in analyzing large datasets to extract trends and actionable insights (strong command of Excel/Google Sheets is essential; SQL or Tableau skills are a significant advantage).
• CX Platforms: Extensive experience with customer experience ticketing systems (e.g., Zendesk, Jira) and their configuration for comprehensive data capturing.
• Process Mapping: Proven ability to document and streamline complex user journeys and internal operational workflows.
• Technical Aptitude: Foundational understanding of API integrations, AI capabilities, and the influence of software development lifecycles on customer support operations.

Soft Competencies

• Strategic Thinking: The capacity to look beyond individual tickets, grasping the holistic view of the customer journey.
• Stakeholder Management: Robust ability to influence cross-functional partners and champion customer needs effectively, even without direct hierarchical authority.
• Problem Solving: A persistent drive to address the "root cause" of issues rather than implementing superficial fixes.
• Communication: Exceptional skill in converting intricate support data into clear, persuasive narratives for business stakeholders.
• Adaptability: Comfort and effectiveness in navigating a dynamic, fast-paced environment where priorities can shift based on real-time data.

Experience

• Bachelor's degree in a relevant field (preferred).
• Minimum of 3 years of experience in customer support operations, CX analysis, or a project management role.
• Demonstrated history of managing or actively contributing to a Voice of the Customer (VoC) program.
• Proven success in reducing support contact volume through improvements in processes or products.

Key skills/competency

• Voice of the Customer (VoC)
• Data Analysis
• Root Cause Analysis
• Process Optimization
• Ticket Deflection
• Customer Experience (CX)
• Stakeholder Management
• Zendesk/Jira
• SQL/Tableau
• Strategic Thinking