Guest Experience Specialist - Support Operations

Overview

This role is a Customer Support / Customer Experience position designed around a high-touch, concierge-style service model rather than traditional ticket-based support. The focus is on delivering personalized, context-driven assistance to both students and yoga teachers by deeply understanding their journey, history, and needs before responding. Operating within a fast-growing HealthTech startup, the role blends hospitality-style service excellence with modern remote support operations, emphasizing ownership, empathy, and proactive engagement to enhance user satisfaction and retention.

Key Responsibilities

1. Deliver personalized support via chat and email by reviewing complete user context (history, goals, past interactions) before responding
2. Handle queries for both students and teachers with a consultative, non-scripted approach
3. Take end-to-end ownership of issues, ensuring resolution without unnecessary escalations
4. Escalate complex cases with complete context to maintain continuity
5. Identify disengaged users and proactively reach out to improve retention and prevent churn
6. Conduct thoughtful follow-ups and build meaningful customer relationships
7. Actively collect feedback from users to improve service quality
8. Maintain high standards in communication (tone, clarity, accuracy, professionalism)
9. Identify recurring issues, patterns, and process gaps, and report insights to the team
10. Contribute to internal documentation such as FAQs, SOPs, and knowledge base updates
11. Support onboarding and mentoring of new team members as the team scales

Requirements

1. 1–3 years of experience in customer-facing roles, preferably in hospitality (hotel, resort, concierge, guest relations, etc.)
2. Strong ability to understand customer context before providing solutions
3. Excellent written English communication skills with a professional and warm tone
4. High sense of ownership and accountability in problem resolution
5. Strong observational skills and attention to detail (ability to identify subtle issues or patterns)
6. Ability to work independently in a remote environment with good time management
7. Comfort with technology and ability to quickly learn tools (e.g., Zendesk, chat systems, CMS)
8. Willingness to work in fixed shifts (including night shifts) in a 24/7 global support setup

What You’ll Gain

1. An annual compensation package in the ₹5–8 LPA range, positioned competitively against similar roles in the hospitality sector
2. The flexibility to work remotely from anywhere across India
3. A company-issued laptop to support your day-to-day responsibilities
4. A structured shift system with a fixed weekly day off, ensuring consistency in your schedule
5. End-to-end training on all internal tools and platforms, making prior technical expertise unnecessary
6. Access to wellness-focused support aligned with the company’s core mission
7. A collaborative environment that prioritizes accountability, attention to detail, and a service-first mindset
8. The opportunity to contribute to a purpose-driven platform where your work directly impacts the well-being journeys of students and teachers worldwide