Guest Experience Lead - Support Operations

The Role:

Most support roles are built around systems. This one is built around people. Our customers come to us at vulnerable moments — managing chronic pain, recovering from injury, working through anxiety. They have chosen yoga as their path forward. When something goes wrong, the person they reach out to can either deepen their trust or break it. That person is you.

You will lead a team of 6-10 support specialists as a player-coach, handling escalations personally, mentoring your team, and setting the tone for how every customer experiences MyYogaTeacher. We maintain rich context on every student, their reason for joining, wellness goals, practice history, and past conversations. You will build a team that treats this context as essential, not optional.

Who Will Thrive In This Role

This role is built for someone who genuinely loves helping people, not as a professional obligation, but as a core part of who they are. When a customer is struggling, you do not just hear the problem - you feel it. Their frustration becomes your frustration. Their relief becomes yours too.

You are patient when others would disengage. You ask one more question when others would jump to a solution. You remember the details because people matter to you. When you help someone through a difficult situation and they leave feeling better than when they arrived, that moment stays with you.

You do not think of yourself as someone who works in support. You think of yourself as someone who takes care of people. There is a difference, and you have always known it.

You are also a natural leader. You set a standard through how you show up, not through what you say. You hire people who care as much as you do.

This role is a strong fit if you are currently working or have recently worked as a Guest Relations Executive, Front Office Assistant Manager, or Assistant Duty Manager at a five-star hotel in Bangalore. 3-5 years of experience, 1-2 years in a lead or mentoring capacity.

If your background is in BPO, call centers, or conventional customer support, this is likely not the right fit.

About MyYogaTeacher:

MyYogaTeacher is a fast-growing health tech startup connecting qualified yoga and fitness teachers from India with customers globally for personalized 1-on-1 live video sessions.

• 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

What You'll Own:

Taking Care of People

Own the end-to-end experience for every student and teacher who reaches out. Before every interaction, review the customer's full context, their reason for joining, wellness goals, teacher, and history. Train your team to do the same. Handle the hardest escalations personally, with the same care you would give a returning guest whose story you know by heart. Identify patterns and work with Product and Engineering to fix root causes, not just symptoms.

Staying One Step Ahead

Spot the student who used to practice four times a week and has quietly dropped to once. Notice the teacher with a pattern of similar complaints. Reach out before things escalate, because people do not always say they are leaving. Sometimes they simply drift. Be the voice of the customer inside the company, bridging Support, Product, Engineering, and Operations.

Building a Team That Cares

Hire for empathy first. Coach for ownership. Lead by example - your team should see you handle the toughest conversations with the same warmth you expect from them. Give feedback that is specific, honest, and kind. Manage daily operations with the calm efficiency of someone who has run a busy hotel front desk and never let it show.

What a Typical Day Looks Like

Your day starts with a scan of overnight tickets. 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. Because you know her journey, you engage with context, not assumptions.

Mid-morning you coach a team member through a difficult case, reminding them to check the customer's history first. Later you take an escalation call from a member considering cancellation, and because you reviewed her full journey beforehand, she not only stays but upgrades.

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
• 3–5 years in customer-facing roles, with 1–2 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. India hours, six days a week, one fixed weekly off. Full training provided on all tools (Zendesk, Chat, and CMS systems).

What We Offer

• Rs 8-12 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 15-20 in the near term
• Flat, collaborative culture with direct access to founders
• Mission-driven work supporting yoga teachers and students globally
• Health and wellness benefits