Guest Experience Lead - Support Operations

The Role:

Most support roles are built around systems. This one is built around people.

We created this role for professionals trained in five-star hospitality, people who've developed an instinct to understand a person's full context before offering a solution, and the discipline to get every detail right.

Our customers, many managing pain, rebuilding health, or working through stress, have chosen yoga as their path forward. The quality of support they experience directly influences whether they stay on that journey. You'll come in as a leader from day one, with full training provided on all tools, and a team that needs exactly the service mentality you've spent years developing.

About MyYogaTeacher:

MyYogaTeacher is a fast-growing health tech startup with a mission to improve the physical and mental well-being of the entire planet. We are the first online marketplace to connect qualified Fitness and Yoga coaches from India with consumers worldwide to provide personalized 1-on-1 sessions via live video conference (app, web). We started in 2019 and have been showing tremendous traction with rave customer reviews.

• 240,000+ customers across the US, Canada, Europe, Australia, Singapore, UAE, and more
• 360,000+ five-star reviews, 95% session satisfaction rate
• 200+ highly qualified teachers on the platform
• Headquartered in California, operations based in Bangalore

We believe the best customer support feels like a luxury concierge experience, anticipating needs, understanding each customer's unique journey, and making every interaction feel personal.

What You'll Own:

Customer Experience & Problem Solving

• Own end-to-end support, from first contact to resolution, ensuring every interaction reflects the care of a personal concierge
• Review each student's full profile before engaging; train your team to do the same. No interaction begins without context.
• Personally handle high-impact escalations with empathy, speed, and a bias toward resolution
• Identify recurring pain points and work with Product and Engineering to fix root causes, not just symptoms

Proactive Service & Customer Advocacy

• Spot churn signals before they become cancellations, declining practice frequency, gaps in bookings, sudden disengagement, and reach out proactively
• Actively gather customer feedback; don't wait for complaints
• Flag deviations early, a teacher pattern, a broken process, a customer trend, before they escalate
• Be the voice of the customer internally, bridging Support with Product, Engineering, and Operations

Team Leadership & Culture

• Build and lead a team that treats every issue as their own, hire for empathy, coach for ownership
• Lead by example: your team should see you handle the toughest conversations with the same care you expect from them
• Conduct regular 1-on-1s, deliver specific feedback, and identify growth paths for each team member
• Manage shift schedules and daily operations with the calm efficiency of a well-run front desk

Quality & Communication

• Maintain a high bar, personally audit conversations, catch tone issues, spot data inconsistencies
• Create and update FAQs, process guides, and training materials for consistent, high-quality support
• Track response times, resolution quality, and customer sentiment; build feedback loops that raise the bar
• Communicate clearly across formats including customer emails, founder briefings, team coaching

What a Typical Day Looks Like

Your day starts with a scan of overnight tickets for anything urgent. Before responding to a returning customer, you pull up her profile (eight months on the platform, joined to manage lower back pain, three classes a week with the same teacher, a billing issue resolved two months ago). Because you know her journey, you engage with context, not assumptions.

You run a short team standup, reviewing yesterday's metrics, flagging tricky cases, sharing wins. Mid-morning, you coach a team member through a frustrated student's case, reminding them to check the history first. After a break, you draft a Product proposal after spotting that 30% of teacher complaints trace back to the same scheduling issue.

Later, you take an escalation call from a long-time member considering cancellation. Because you've reviewed her full journey beforehand, you address her specific concerns, and she not only stays, but upgrades. Before you wrap up, you review chat transcripts, leave targeted feedback on one where a rep skipped the customer's context, and update the FAQ with a new edge case.

Qualifications

• Background as a Guest Relations Executive, Front Office Assistant Manager, or Assistant Duty Manager at a five-star hotel or travel brand - this role was designed for you
• 35 years in customer-facing roles, with 12 years leading or mentoring others
• Natural problem-solver who takes ownership. Your first instinct is to fix, not escalate
• You understand before you respond. You'd never offer a solution without knowing the customer's story
• Sharp attention to detail, catches a wrong tone in a reply or a missed follow-up in a ticket
• Clear, warm communicator in English (written and verbal) with the polish of hospitality training
• Comfortable with technology and willing to learn new tools (Zendesk, Chat, CMS with full training provided)
• Thrives in fast-paced, process-building environments and sees that as opportunity, not limitation

Shift Structure & Work Setup

In-office, Bangalore. Primary shift during India hours supporting a global customer base. Six days a week, one fixed weekly off. As team lead, you'll cover for unplanned absences the kind of adaptability that's second nature to anyone with a hospitality background.

Why Hospitality Professionals Thrive Here

The skills you've built (reading people, solving problems in real time, staying calm under pressure, making someone feel heard) aren't just transferable. They're the foundation this role is built on.

You're not starting over. You're coming in as a leader from day one, with a team that needs exactly the service mentality you've spent years developing. And unlike hotels, growth here is driven by performance, not hierarchy. Your impact is visible immediately.

If you chose hospitality because you genuinely like helping people, but the work has shifted more toward operations than human impact. This is your chance to change that. You'll be supporting real people on their wellness journey, every single day.

What We Offer

• 812 LPA: Competitive with or better than five-star hotel compensation at equivalent seniority
• ESOPs: equity participation as the company grows
• Rapid career growth with leading a team of 1520 in the near term
• Flat, collaborative culture with direct access to founders and cross-functional teams
• Mission-driven work supporting yoga teachers and students globally
• Health and wellness benefits
• A team that values ownership and initiative over rigid process