Senior Customer Support Specialist – Contractor Role
Mindvalley
contract
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- 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.
Requirements
- Bachelor's degree in a related field (preferred).
- 3+ years of experience in a customer support operations, CX analysis or a project management role
- Proven track record of running or contributing to a Voice of the Customer (VoC) program.
- Demonstrated experience in successfully reducing support contact volume through process or product improvements.
- Advanced ability to analyze large datasets to identify trends and actionable insights (proficiency in Excel/Google Sheets required; SQL or Tableau is a plus).
- Deep experience with ticketing systems (Zendesk, Jira) and configuration for data capturing.
- Ability to document and optimize complex user journeys and operational workflows.
- Understanding of API integrations, AI capabilities, and how software development lifecycles impact customer support.
Benefits
- Mindvalley is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status.
- We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer experience analysisprocess improvementticket deflectionworkflow optimizationAI implementationExcelGoogle SheetsSQLTableau
Soft skills
leadershipcommunicationproblem solvingcollaborationcritical thinkingcustomer advocacyproject managementsubject matter expertiseanalytical thinkingpresentation skills