Mindvalley

Customer Support

• Drive the VoC Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels.
• Perform deep-dive analysis on contact volume to determine the "why" behind inquiries; identify systemic issues, bugs, or user experience gaps.
• Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction.
• Lead projects focused on "ticket deflection" by identifying opportunities to improve proactive problem solving, product experience and in-product guidance.
• Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective.
• Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention.
• Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps.
• Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment.
• Serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.

Senior Customer Support Specialist – Contractor Role

Social Media Manager

• Own performance, growth, and consistency across all key social media channels.
• Set platform-specific content strategies based on data, brand objectives, and trends.
• Oversee channel calendars, ensuring content balance across evergreen, campaign, trend, and community content.
• Maintain editorial quality and creative alignment with the Mindvalley brand.
• Manage and mentor Social Media Specialists across multiple platforms.
• Provide strategic oversight, daily guidance, and feedback loops to ensure consistency and growth.
• Foster a high-performing, feedback-driven team culture with creative autonomy and accountability.
• Brief video editors, designers, and creators with clear, compelling creative direction and strategic context.
• Review scripts, captions, thumbnails, and hooks — guiding the team toward emotionally intelligent, high-performance storytelling.
• Ensure content adheres to platform best practices while pushing creative boundaries.
• Partner with SEO and content leads to align social themes with keyword priorities and organic search behavior.
• Ensure metadata (titles, descriptions, hashtags) on platforms like YouTube and LinkedIn is optimized for both engagement and discoverability.
• Contribute social insights to content ideation, surfacing platform trends and performance signals.
• Track KPIs across all channels (engagement, reach, retention, shares, watch time).
• Lead regular content reviews and team retrospectives based on platform insights.
• Implement structured testing (e.g., hook/thumbnail iterations, A/B copy tests) to optimize reach and retention.
• Work closely with Product Marketing, Brand, Growth, Editorial, and Video teams.
• Represent the Social Media team in cross-functional meetings and campaign planning sessions.
• Coordinate social support for launches, events, influencer campaigns, and editorial features.

Senior Social Media Specialist

• Develop and pitch social-first concepts for Mindvalley’s stage talks, podcasts, and key launches
• Translate strategic direction into creative production plans and content calendars
• Identify emerging content trends, hooks, and formats that align with Mindvalley’s mission and audience
• Watch, analyse, and dissect long-form recordings (talks, podcast episodes, interviews) into compelling short-form content opportunities
• Write clear, creative briefs for editors that include narrative structure, emotional tone, captioning guidance, and visual direction
• Ensure briefs communicate *why* a piece matters, not just what to cut
• Act as the connective tissue between strategists and editors, ensuring the intent of strategy translates into execution that performs
• Work closely with copywriters, thumbnail designers, and platform specialists to optimize creative output
• Provide editorial feedback and iteration notes to editors to ensure storytelling quality and social resonance
• Stay on the pulse of trends in platform algorithms, features, and storytelling norms
• Support repurposing strategy across YouTube Shorts, Reels, TikTok, and podcast video formats

Social Media Content Producer

AI Engineer

• Design and deploy production AI systems using LLMs, RAG, and ML models that power personalization, semantic search, and intelligent recommendations
• Build robust data pipelines, model training workflows, and APIs that support AI-driven product experiences with high reliability and performance
• Architect and implement cloud-native solutions using GCP services.
• Deploy, automate, monitor, and scale AI systems in production environments with strong operational practices
• Develop analytics solutions that extract actionable insights from user data and drive business decisions
• Build reporting pipelines and dashboards that enable stakeholders to understand AI system performance and user behavior
• Ensure adherence to software engineering standards including testing, documentation, version control, and security best practices
• Implement MLOps principles including CI/CD pipelines, containerization, model monitoring, and deployment automation
• Stay current with emerging GenAI technologies, frameworks, and best practices to continuously improve system capabilities
• Experiment with new approaches to RAG optimization, prompt engineering, and vector search to enhance application quality