Customer Service Support Manager

2 days ago

Mumbai Metropolitan Region, India SoulSensei Full time ₹ 4,00,000 - ₹ 8,00,000 per year

About Us:

At SoulSensei, we are on a mission to transform lives by connecting individuals with trusted guides who provide clarity, inspiration, and purpose. Rooted in the belief that everyone deserves a fulfilling and meaningful life, we create a sacred space for growth, empowerment, and personal transformation. By joining our team, you become a part of a journey that helps people discover their fullest potential.

Working model:

Onsite

Days: Monday to Saturday (1 WFH per week)

Timings: 10:00am - 6:00pm 

Budget:  4 to 8LPA (depending on the experience)

Experience: 2-5 years 

About the Role:

We are looking for a compassionate and articulate
Customer Support (Manager/Executive)

to own and enhance our client experience end-to-end. This role goes beyond ticket resolution, you'll be the voice of our brand, responsible for hosting sessions, managing relationships, handling queries, and providing personalized support and guidance. If you enjoy solving problems, engaging with people, and building long-term trust, this is a fantastic opportunity to make a direct impact.

Key Responsibilities:

Live Session Hosting & Moderation:

  • Confidently host and moderate live sessions, opening and closing with warmth and professionalism.
  • Support facilitators by addressing participant queries during sessions.
  • Encourage engagement by prompting interaction (e.g., camera on, questions, feedback).
  • Troubleshoot minor tech issues and ensure a smooth session experience.
  • Maintain a calm and professional on-camera presence throughout.

Customer Support & Relationship Management:

  • Act as the first point of contact for user queries via email, WhatsApp, and phone calls.
  • Respond to concerns empathetically and follow up to ensure resolution.
  • Maintain session feedback logs and communication history.
  • Coordinate with the internal team (Operations, Tech, Marketing) to fulfill user needs.
  • Follow up post-session to ensure satisfaction and build long-term trust.

Outbound Calling & Counselling:

  • Reach out to users interested in personal or premium sessions.
  • Understand their needs and recommend relevant offerings with empathy.
  • Build trust through authentic, warm communication.
  • Support retention and loyalty through consistent user engagement.

What are we looking for:

  • Excellent communication skills in English and Hindi, both written and verbal.
  • Confident in hosting live sessions, webinars, and onboarding calls.
  • Maintains composure and presence of mind during high-pressure or live interactions.
  • Comfortable using tools like Zoom, WhatsApp Business, Google Sheets, and CRM platforms.
  • Has access to a quiet, professional workspace with reliable high-speed internet for virtual engagement.

Preferred Qualifications:

  • 2-5 years of experience in customer support, sales, or relationship management roles.
  • Prior experience in hosting webinars, moderating live sessions, or conducting virtual events is highly desirable.
  • Educational or personal background in psychology, coaching, or holistic/spiritual practices is a bonus.
  • Strong interpersonal abilities with a customer-first mindset and a passion for engaging with people.

Why Join Us?

  • Be part of a passionate team building something from the ground up.
  • Learn and grow across multiple functions in a startup setting.
  • Work in a culture that values ideas, ownership, and transparency.
  • Flexible working environment with plenty of learning opportunities.

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