Senior Customer Support Specialist (Contractor 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.

Requirements

• 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: 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: 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.