Full-Time

Head of Customer Experience

Posted on 6/6/2024

Mindvalley

Mindvalley

501-1,000 employees

Virtual platform for personal growth and wellness

Consumer Software
Education

Senior

London, UK

Requirements
  • Proven experience in a leadership role within customer support and customer experience domains.
  • Strong understanding of customer support operations, strategy, KPIs, and OKRs.
  • Proficient in hiring, training, and leading high-performing customer support and experience teams.
  • Strategic mindset with the ability to envision and implement cohesive customer experience strategies.
  • Strong organizational, problem solving and project management skills with attention to detail.
  • Self-motivated and able to work independently with a high degree of accountability.
  • Excellent communication and collaboration skills.
  • Ability to adapt to a dynamic and fast-paced environment.
  • Previous experience in the edtech or e-learning industry is a plus.
Responsibilities
  • Manage the day-to-day operations of the internal customer support team, implement strategies to continuously improve support team operations and enhance the overall customer support experience.
  • Develop and track Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) for the customer support team
  • Manage Mindvalley’s partnership with a customer support outsourcing and automation company. Coordinate with external partners overseeing customer support agents and automation solutions (chatbots) to optimize service efficiency.
  • Define and oversee the customer experience for Mindvalley products, ensuring a seamless journey for users. Emphasis on developing strategies for fragmentation of products, ensuring a cohesive and integrated customer experience across the Mindvalley ecosystem.
  • Manage operations and strategy for the customer experience (concierge) team.
  • Lead the hiring and training for the customer experience team to ensure they embody Mindvalley's values and deliver exceptional service.

Mindvalley offers a life transformation platform with diverse programs, meditations, and community access, leveraging sophisticated learning technology to provide an alternative curriculum for personal growth, wellbeing, and mindfulness. The platform aims to launch a unified school for a billion people, utilizing advanced learning technology and a wide range of personal development programs and meditations.

Company Stage

Seed

Total Funding

$200.7K

Headquarters

Kuala Lumpur, Malaysia

Founded

2003

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

28%