Onboarding and Support Specialist

We are looking for a Client Onboarding and Support Specialist to oversee daily online client interaction in our marketing and support function. This will include the onboarding of students for various Yoga classes. This role requires a high degree of collaboration with the client and support functions. You should be an empathetic person and an extremely good listener with great communication abilities. You should be interested in hearing out people's problems as well as be methodical and systematic about the solutions that MyYogaTeacher provides. Your knowledge of Yoga would be of great help and understanding to the client's well-being. If you are committed to talking to people and solving their mental and physical problems and love yoga we would love to talk to you.

Looking for a trail blazing Concierge Extraordinaire to join our team !!

Responsibilities

- Respond to student questions and support queries via chat, email and voice during US hours and India hours.

- Follow up with students to ensure that they are successful onboarding and using the service.

- Interface with engineering and product team to address support issues and drive product roadmap.

- Interface with teachers to address support queries for students and ensure that they have a personalized answer to their questions

- Interface with teacher ops to ensure that all the reporting and roadmaps for students are delivered in a timely manner

- Real-time support for teachers and students

Skills Needed

- Experience working in a support role with a minimum of 2 years of work experience.

- Supremely organized.

- Great listener.

- Great communication skills - both oral and written.

- A Great deal of empathy and ability to feel students frustration or challenges.

- Ability to follow a process with consistent follow-ups while handling setbacks.

- Comfortable with technology and data reporting etc.

- Collaborative in terms of working with other teams.

- Trainable - ability to learn MI skills, listen etc.

- Able to adapt rapidly in a quickly changing environment

- Track, measure and supply analytics for support

- Troubleshoot and diagnose issues and create tickets using Zendesk or Slack and follow up

- Understand the usage and features of zoom video conferencing software

- Ability to go the extra distance for the students - double-check responses and make sure that the student problems are indeed solved.

- Should be able to work in the US time zone.

- Able to do small talk and should be a conversation starter.

- Added skill if understand asanas, Yoga but not an essential condition

Additional Requirements

- Student-centric: Ability to put student interest above everything else. Demonstrate respect for customers and ensure that customers get the best service possible.

- Professional: Cares deeply about his/her profession and invests in professional growth..

- Respect for the team: Respect everybody's right to have opinions. Affirms the positive in other people.

- Risk-taking: Embrace challenges, try new approaches and be ok with all failures except a failure to learn.

Education

- At least a graduate in any field of humanities, physiotherapy, Yoga, science, communications etc.

- At least 3 years of experience in related work in dealing with people.

- It's an online work based out of home but may be required to travel to our offices in Bangalore sometime or for some meetings, conferences etc.

Values

- Empathy: Listens to user stories, connects with them and understands their needs.

- Honesty/Integrity: Does not cut corners. Earns trust and maintains confidence. Does what is right not just what is expedient? Speaks plainly and truthfully.

- Persistence: Demonstrates tenacity and willingness to go the distance to get something done.

- Attention to detail: Does not let important details slip through the cracks, is well organized.

- Growth mindset: Learns quickly and is not afraid to fail. Demonstrates ability to quickly and proficiently understand and absorb new information.

- Follow through on commitments: Lives up to verbal and written agreements, regardless of personal cost.

- Enthusiasm: Exhibit passion, excitement and positive energy about work.

- Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

- Yoga & Spiritual ideas: Ability to talk about yoga and spiritual matter with students.

- Great communication skills: Good understanding of self and motivations of the audience to communicate effectively with different stakeholders - engineering, design, executive team, students and teachers.

Culture

- Student-centric: Ability to put student interest above everything else. Demonstrate respect for customers and ensure that customers get the best service possible

- Professional: Cares deeply about his/her profession and invests in professional growth.

- Respect for the team: Respect everybody's right to have opinions. Affirms the positive in other people

- Risk-taking: Embrace challenges, try new approaches and be ok with all failures except a failure to learn.

- If you don't meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.

About us

At MyYogaTeacher, we believe that our success will be defined not only by what we do — but also by how and why we do it. So, here is the MyYogaTeacher “why” and our “how”:

Improve physical and mental well being of the entire planet.

- Genuine care for our customers: Be nice and gentle with the customer. Listen to them before responding. Work on making every interaction a positive one for our customers. E.g. if a customer is not happy with a session and wants a refund - we should accept that they are not happy and give them a refund. E.g. The customer did not like a particular session, even though we think it was great - we should accept customers judgement and try and understand what we can do better to meet customer's expectations and not waste time trying to change the customer's judgement.

- Have fun: We have fun while working. We celebrate our co-workers and celebrate every large and small victory with each other.

- Respect for the each other: We respect each other as individuals. This means:

- Professionalism: We respect and treat each other as professionals. We help everybody grow, train and develop in order to achieve their full potential.

- Autonomy: Respect everybody's opinions and their ability to make decisions.

- Individual worth: Everybody has inherent worth. We do not label or typecast. We give everybody a chance to grow.

- Affirmation: We affirm positives in each person.

- Frugality: We are frugal in terms of spending money. We do not splurge on things that do not have a direct impact on making customers happy. We are wise with spending our resources.

- Hiring well: Hiring is a key function of the company. We focus, train and reward hiring well to ensure that we give hiring the utmost importance.

- Encouraging risk-taking: We embrace failure as an important part of learning. We realize that big projects require iterations and in such cases, we don't let perfection be the enemy of getting started. If we learned something new by executing fast, taking risk and failing, we are growing. We need not be afraid of failure. Risk taking, executing fast and failing fast is far better. Failure to learn is the biggest negative outcome.

- Understanding the value of time: We are focussed on moving fast as time is the ultimate limited resource. We are always trying to find ways to speed up learning and to reduce time for tasks by planning, collaborating and communicating better.

If you share our values and our enthusiasm for empowering the world, we’d love to review your application!

Ready to apply?