Guest Experience Specialist

Guest Experience Specialist - Support Operations

The Role:

This role was built for people who have worked in guest-facing roles at luxury or five-star hotels, four-star properties, or luxury resorts (front desk, guest relations, concierge, or similar).

But beyond the background, it is built for a specific kind of person. Someone who genuinely lights up when they help another person solve a problem. Someone who does not just hear a complaint, they feel it. When a guest is stressed or frustrated, something in you wants to make it right, not because it is your job, but because leaving someone in that state does not sit well with you. You carry conversations home sometimes. You remember the guest who was struggling and wonder if they are okay. You find meaning in the small moments, a thank you, a problem resolved, someone who called in upset and left feeling heard. If none of this sounds familiar, this role will feel hollow. If all of it does, keep reading.

If your background is primarily in BPO, call centres, or generic customer support, this is likely not the right fit. We are sharing this upfront to save your time and ours.

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:

Deliver Journey-Informed Support

• Handle inbound support across chat and email for both students and yoga teachers - but never on autopilot. Every interaction begins with reviewing the full profile: why a student joined, their wellness goals, practice history, teacher relationship, membership details, and past conversations. For teachers, that means understanding their tenure on the platform, their ratings, their class history, and any past issues before engaging.
• Respond with context, not assumptions - the way a good concierge greets a returning guest, not the way a call center rep reads from a script
• Resolve issues with ownership - your first instinct is to fix the problem, not pass it on
• Escalate only when genuinely needed, and when you do, hand over full context so nothing gets lost

Proactive Outreach & Churn Prevention

• Identify students who may be quietly disengaging, dropping class frequency, gaps in bookings, sudden silence, and reach out before they drift away
• Create moments of genuine care: a well-timed check-in, a thoughtful follow-up, a proactive solution to a problem the student hasn't raised yet
• Actively gather feedback from students and teachers - don't wait for complaints to find you

Quality & Contribution

• Maintain a consistently high bar in every interaction - tone, accuracy, follow-through
• Flag patterns you notice: a recurring issue, a student trend, a process that keeps breaking. You're not just resolving tickets; you're feeding intelligence back into the team
• Contribute to FAQs, process guides, and knowledge base updates as you encounter new edge cases
• As the team grows, help onboard and guide newer team members - sharing what you've learned about how we work and what great support looks like here

What a Typical Day Looks Like

Your shift starts with a scan of the queue. You spot a student who wrote in twice this week and pull up her profile before reading the message. She joined eight months ago to manage anxiety, practices three times a week, and had a session disruption two weeks ago that was resolved. Now she's asking about pausing her membership. Because you already know her journey, you don't send a generic pause link. You respond like someone who actually knows her.

Later in your shift, a teacher writes in about a scheduling conflict. Before responding, you check his profile - four years on the platform, consistently strong ratings, one prior complaint resolved six months ago. The context shapes how you engage: with respect, with specifics, not with a templated reply.

Between tickets, you notice a student who practiced five times a week until a month ago and has since gone quiet. No complaint, no message - just silence. You reach out proactively, not with a sales pitch, but with genuine care.

Before you log off, you flag a pattern to your lead - four students in the past week mentioned the same confusion about membership renewals. You've already drafted a suggested update to the FAQ.

Qualifications

• You've worked in a guest-facing role at a hotel, resort, or Aviation - as a front desk associate, guest relations executive, concierge, or similar. That experience is your core qualification for this role.
• 1-3 years of experience in customer-facing work, with at least some of it in a structured hospitality or service environment
• You understand before you respond - you'd never jump to a solution without first knowing what the person actually needs
• You write in polished, professional English - warm and clear, with the kind of tone and grammar that reflects well on the brand in every interaction. You'll be communicating with customers across the US, UK, Australia, Europe, and the UAE, and the standard they expect is high.
• You take ownership - when something isn't right, you stay with it until it's resolved
• You notice things others miss - a tone that's slightly off, a follow-up that wasn't sent, a pattern in the complaints coming in this week
• You're comfortable with technology and quick to learn new tools - full training provided on Zendesk, Chat, and CMS systems

Shift Structure & Work Setup

This is a fully On-site role - A laptop will be provided.

We operate 24/7 to serve customers across Australia, the Middle East, Europe, and the US, which means we run multiple fixed shifts. You'll be assigned to one shift based on team needs, and you're welcome to indicate your preference during the hiring process. One fixed weekly off.

If you've worked hotel shifts - early mornings, late nights, rotating schedules - you already know how to own a shift and hand over cleanly. This is the same discipline, with a fixed schedule and no commute.

What We Offer

• Competitive salary with or above front-line hospitality compensation
• Laptop provided
• Fixed shift with one weekly off - predictable schedule
• Full tool training provided - no prior tech experience needed
• Health and wellness benefits
• A team that values ownership and service instinct over rigid process
• A mission you can actually feel - every student and teacher you support is on a real wellness journey