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Customer Experience Specialist (Contractor Role)Mindvalley · Europe EMEA
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Mindvalley

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Customer Experience Specialist (Contractor Role)

🗓️ Posted 2026-09-24 Europe EMEA Fulltime Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market RM4,500–RM7,500/mo

About the Company

Building the upgrade for the human mind. 20M+ lives transformed across 195 countries. Become a Mindvalley Member today Mindvalley is the world's leading personal transformation platform, built to give every human the upgrade that traditional education never provided. Founded in 2003 by Vishen Lakhiani, we've grown from a one-person company to a global movement: 20 million students, 195 countries, 110+ programs (Quests) taught by the world's most respected teachers in mind, body, relationships, and entrepreneurship. Our programs have been used by Fortune 500 executives, Navy SEALs, Grammy-winning artists, NFL and NBA athletes, and the United Nations. We've been featured in Forbes, the BBC, and USA Today. What makes Mindvalley different: Our teachers aren't just theorists, they're the world's best practitioners. Our programs are built on neuroscience, not tradition. Our community of 20M+ is the most conscious learning tribe on Earth. We don't just teach skills. We help people rewrite the rules society handed them, and build an extraordinary life on their own terms. Our events include A-Fest, a transformational festival held globally, and Mindvalley University, an immersive multi-week campus that takes over an entire city every summer. Through our education platforms, online academies, mobile apps and both digital and live events, we give you access to an alternative curriculum that empowers you to kickstart your personal growth and lead extraordinary lives. Our ultimate goal is to launch a unified school for a billion people for all stages of life. If you believe the human mind is worth upgrading - welcome home. Start free at mindvalley.com E-Learning Providers Specialties: Personal Transformation, Human Potential, Online Education, Consciousness, Meditation, Mindfulness, Peak Performance, Entrepreneurship, Life Mastery, Relationships, Health and Wellness, Leadership Development, Extraordinary Life, Mind Body Soul, Future of Education, Artificial Intelligence

About the Role

As a Customer Experience Specialist in our Academy division, you are the guardian of student success for our premium programs. This dynamic role sits at the intersection of community management, customer success, and project management. You are not just resolving inquiries; you are guiding learners through a transformative journey.

Responsibilities

  • ● boarding to graduation. This involves guiding customers on live calls-moderating chat and providing on-camera live Q&A support-and ensuring they remain engaged and successful in their learning goals. Additionally, you will become a Subject Matter Expert (SME) in one of our core content pillars, meaning a genuine passion for personal development is a must. You will provide white-glove support while owning the feedback loop that drives the evolution of our products.
  • ● Community Management & Support:
  • ● High-Touch Engagement: Provide premium support both asynchronously (via email/community platforms) and synchronously (during live sessions) to ensure your cohort receives a world-class experience.
  • ● Live Event Moderation: Act as a key figure during live sessions, managing the chat, facilitating on-camera Q&A, and ensuring a safe, energetic environment for learners.
  • ● SME Leadership: Leverage your deep knowledge of the specific program content to answer complex learner questions and foster meaningful discussions within the community.
  • ● Customer Success & Voice of the Customer (VoC):
  • ● Blocker Removal: Proactively identify and address learning blockers. Flag potential curriculum or platform issues to curriculum owners and internal leadership to ensure they are resolved before they impact retention.
  • ● Success Advocacy: Monitor student progress and intervene when learners fall behind, ensuring they have the resources and encouragement needed to succeed in their goals.
  • ● Feedback Loops: aggregate student sentiment and survey data to provide actionable insights to product teams, ensuring the "Voice of the Customer" shapes future iterations of the program.
  • ● Program Administration:
  • ● Operational Execution: Ensure the program is delivered without a hitch. Manage the logistical side of the cohort, ensuring all actions-from calendar invites to resource uploads-are completed in a timely manner.
  • ● Resource Management: Verify that all learning materials are accessible and that students have clear guidance on how to navigate the platform.
  • ● Process & Technical Improvement:
  • ● Operational Excellence: Identify opportunities for workflow improvements and automations. Work with internal stakeholders to drive operational excellence in both our internal processes and the customer-facing platform.
  • ● System Optimization: Collaborate with tech teams to implement tools that solve recurring student issues, reducing friction and manual administrative work.
  • ● Technical Competencies
  • ● Data Literacy: Ability to interpret survey data and NPS scores to create clear, written reports for leadership (Google Sheets/Excel proficiency).
  • ● Project Management Tools: Comfortable using ticketing and task management systems (e.g., Jira, Asana) to track deliverables and program timelines.
  • ● Virtual Event Platforms: Proficiency in Zoom (webinar settings, breakout rooms, moderation controls) and familiarity with community platforms (e.g., Circle, Facebook Groups).
  • ● Support Platforms: Experience with helpdesk software (Zendesk, Intercom) is a strong plus.

Requirements

  • ● Bachelor's degree in a related field (preferred).
  • ● + years of experience in Community Management, Customer Success, or EdTech support.
  • ● Proven experience moderating live virtual events or webinars (comfortable on camera).
  • ● A strong personal interest in personal growth and development (familiarity with Mindvalley content is a distinct advantage).
  • ● 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.
  • ● As a Customer Experience Specialist in our Academy division, you are the guardian of student success for our premium programs. This dynamic role sits at the intersection of community management, customer success, and project management. You are not just resolving inquiries; you are guiding learners through a transformative journey.
  • ● You will act as the primary touchpoint for our students, supporting them from onboarding to graduation. This involves guiding customers on live calls-moderating chat and providing on-camera live Q&A support-and ensuring they remain engaged and successful in their learning goals. Additionally, you will become a Subject Matter Expert (SME) in one of our core content pillars, meaning a genuine passion for personal development is a must. You will provide white-glove support while owning the feedback loop that drives the evolution of our products.
  • ● Community Management & Support:
  • ● High-Touch Engagement: Provide premium support both asynchronously (via email/community platforms) and synchronously (during live sessions) to ensure your cohort receives a world-class experience.
  • ● Live Event Moderation: Act as a key figure during live sessions, managing the chat, facilitating on-camera Q&A, and ensuring a safe, energetic environment for learners.
  • ● SME Leadership: Leverage your deep knowledge of the specific program content to answer complex learner questions and foster meaningful discussions within the community.
  • ● Customer Success & Voice of the Customer (VoC):
  • ● Blocker Removal: Proactively identify and address learning blockers. Flag potential curriculum or platform issues to curriculum owners and internal leadership to ensure they are resolved before they impact retention.
  • ● Success Advocacy: Monitor student progress and intervene when learners fall behind, ensuring they have the resources and encouragement needed to succeed in their goals.
  • ● Feedback Loops: Aggregate student sentiment and survey data to provide actionable insights to product teams, ensuring the "Voice of the Customer" shapes future iterations of the program.
  • ● Program Administration:
  • ● Operational Execution: Ensure the program is delivered without a hitch. Manage the logistical side of the cohort, ensuring all actions-from calendar invites to resource uploads-are completed in a timely manner.
  • ● Resource Management: Verify that all learning materials are accessible and that students have clear guidance on how to navigate the platform.
  • ● Process & Technical Improvement:
  • ● Operational Excellence: Identify opportunities for workflow improvements and automations. Work with internal stakeholders to drive operational excellence in both our internal processes and the customer-facing platform.