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Onboarding & Support Specialist

Onboarding & Support Specialist

MyYogaTeacherKollam, IN
28 days ago
Job description

Onboarding & Support Specialist

Care Team

Looking for a trailblazing Concierge Extraordinaire to join our team!!

We are seeking an experienced, mid-senior level Onboarding & Support Specialist with a passion for student success, high-touch customer service, and a knack for lead conversion. If you have exceptional communication skills with a flair for understanding diverse client needs—especially from the USA, UK, and Canada—and are ready to make an impact, we’d love to hear from you!

Responsibilities :

  • Student Support : Respond to student questions and support queries via chat, email, and voice during both US and India hours.
  • Lead Conversion : Engage with potential students and convert leads into customers through personalized interactions and service excellence. Ensure students are excited to join and remain in the program.
  • Follow-up : Regularly check in with students to ensure their success, satisfaction, and continued engagement with the service.
  • Collaboration with Engineering & Product Teams : Work with engineering and product teams to address support issues and suggest product improvements based on student feedback.
  • Teacher Interface : Act as a liaison between students and teachers to ensure timely, personalized responses to student queries and concerns.
  • Teacher Operations Coordination : Collaborate with teacher operations to ensure the timely delivery of student reports, personalized roadmaps, and other key educational materials.
  • Real-time Support : Provide immediate, on-the-spot support to both students and teachers to resolve any issues that arise during live sessions or activities.

Qualifications :

  • International Client Experience : Minimum of 2 years’ experience working with international clients (especially from the USA, UK, and Canada), with an understanding of regional nuances, preferences, and communication styles.
  • Concierge / High-Touch Customer Service : Minimum 2-5 years, Proven background in high-touch customer support, concierge services, or other client-facing roles that require personalized attention and problem-solving.
  • Lead Conversion Experience : Demonstrated ability to successfully convert leads into customers, effectively nurturing prospective clients and guiding them through the decision-making process.
  • Problem-Solving : A track record of managing complex client issues and solving problems effectively, even in high-pressure situations.
  • Excellent Communication Skills : Strong verbal and written communication skills, including the ability to adapt your communication style to fit the cultural expectations of clients in the USA, UK, and Canada.
  • Empathy & Listening Skills : A keen listener with a high degree of empathy, able to understand student frustrations and offer appropriate solutions.
  • Organized & Detail-Oriented : Meticulous in tracking interactions, following up efficiently, and ensuring all client queries are fully resolved.
  • Technologically Savvy : Comfortable with modern technology and support tools (e.g., Zendesk, Slack, Zoom), with the ability to troubleshoot and diagnose technical issues.
  • Collaboration & Teamwork : Comfortable working collaboratively in a cross-functional environment, liaising with colleagues across departments to ensure student success.
  • Adaptability & Training : Quick to adapt to new tools and workflows, eager to learn, and open to feedback for continuous improvement.
  • Analytics & Tracking : Ability to track and report on key performance metrics such as support performance and lead conversion rates.
  • Customer-Centric Approach : A commitment to going the extra mile for students, ensuring all their needs are met, and that issues are fully resolved before closing tickets.
  • Career Growth Orientation : Eagerness for long-term professional growth and development within the company.

    • Additional Requirements :

  • Mid-Senior Level : We are specifically looking for individuals at the mid-senior level—please apply only if you are not a manager or team lead.
  • Communication Style : You should be proficient in US, UK, and Canadian English slang, and have a comfortable, engaging, and approachable communication style suited for these regions.
  • Student-Centric Focus : A deep understanding of student needs and a commitment to providing the best possible support and care.
  • Professionalism : A strong sense of professionalism, a dedication to both personal and professional growth, and respect for colleagues and clients.
  • Risk-Taking & Innovation : A willingness to take calculated risks, try new approaches, and continuously learn from mistakes.

    • Benefits :

  • Competitive salary and benefits package.
  • Opportunities for career advancement and professional growth.
  • A supportive and dynamic team environment where innovation and creativity are encouraged.

    • How to Apply : If you meet these qualifications and are excited about the opportunity to make a difference in students' lives, please submit your application today! We look forward to hearing from you.