Customer Experience Lead
5 days ago
We are seeking a seasoned Customer Experience Lead to join our team at MyYogaTeacher.
About the RoleThis is a mid-senior level position that requires a high-touch customer support expert with international client experience, particularly from the USA, UK, and Canada.
The ideal candidate will have a proven background in concierge services, lead conversion, and problem-solving, with exceptional communication skills and adaptability.
Responsibilities- Provide exceptional student support via chat, email, and voice during both US and India hours.
- Convert leads into customers through personalized interactions and service excellence, ensuring students are excited to join and remain in the program.
- Regularly check in with students to ensure their success, satisfaction, and continued engagement with the service.
- Collaborate with engineering and product teams to address support issues and suggest product improvements based on student feedback.
- Act as a liaison between students and teachers to ensure timely, personalized responses to student queries and concerns.
- Collaborate with teacher operations to ensure the timely delivery of student reports, personalized roadmaps, and other key educational materials.
- Provide immediate, on-the-spot support to both students and teachers to resolve any issues that arise during live sessions or activities.
- Minimum 2 years' experience working with international clients (especially from the USA, UK, and Canada), with an understanding of regional nuances, preferences, and communication styles.
- Proven background in high-touch customer support, concierge services, or other client-facing roles that require personalized attention and problem-solving.
- Demonstrated ability to successfully convert leads into customers, effectively nurturing prospective clients and guiding them through the decision-making process.
- A track record of managing complex client issues and solving problems effectively, even in high-pressure situations.
- Strong verbal and written communication skills, including the ability to adapt your communication style to fit the cultural expectations of clients in the USA, UK, and Canada.
- A keen listener with a high degree of empathy, able to understand student frustrations and offer appropriate solutions.
- Meticulous in tracking interactions, following up efficiently, and ensuring all client queries are fully resolved.
- Comfortable with modern technology and support tools, with the ability to troubleshoot and diagnose technical issues.
- Comfortable working collaboratively in a cross-functional environment, liaising with colleagues across departments to ensure student success.
- Quick to adapt to new tools and workflows, eager to learn, and open to feedback for continuous improvement.
- Ability to track and report on key performance metrics such as support performance and lead conversion rates.
- A commitment to going the extra mile for students, ensuring all their needs are met, and that issues are fully resolved before closing tickets.
- Eagerness for long-term professional growth and development within the company.
- Mid-senior level position; please apply only if you are not a manager or team lead.
- Proficient in US, UK, and Canadian English slang, and have a comfortable, engaging, and approachable communication style suited for these regions.
- A deep understanding of student needs and a commitment to providing the best possible support and care.
- A strong sense of professionalism, a dedication to both personal and professional growth, and respect for colleagues and clients.
- A willingness to take calculated risks, try new approaches, and continuously learn from mistakes.
- Competitive salary: $80,000 - $100,000 per year, depending on experience.
- Opportunities for career advancement and professional growth.
- A supportive and dynamic team environment where innovation and creativity are encouraged.
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