Senior Customer Support Specialist (Contractor Role)

Overview

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.

You will analyze data to identify the biggest friction points in the user journey and champion technical and process improvements that reduce contact volume. This role requires a problem solver who can collaborate effectively with Product, Tech, and Marketing stakeholders to fix root causes, optimize operational efficiency, and ensure seamless customer outcomes.

Responsibilities

• Voice of the Customer (VoC) & Data Analysis:
  • 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 c...