Customer Support Specialist (Contract Role)

About the Role

We are looking for a Customer Support Specialist with a strong focus on event support to join our Customer Support team. This role goes beyond traditional support to play a key part in ensuring a seamless, high-quality customer experience during our flagship events such as Mindvalley University and Future Human.

You’ll be the bridge between our Customer Support and Events teams—equipping support agents with timely information, managing event-related ticketing and refunds, overseeing event knowledge base content, and even supporting logistics and operations when needed. You will also handle general customer support duties including payment processing, GDPR compliance, and look to drive CX improvements in your ownership area.

This is the perfect role for someone who thrives in dynamic environments, enjoys cross-functional collaboration, and has a passion for creating memorable customer journeys—both online and in person.

Key Responsibilities:

• Customer Support (General & Event-Specific)

  • Provide Tier 2 support for escalated inquiries, especially related to events (VIP attendees, complex issues).

  • Act as a liaison between the outsourced support team and Events Managers to ensure accurate, up-to-date info for agents.

  • Monitor and respond to event-related customer inquiries via Zendesk and social media (e.g., Facebook groups).

• Knowledge Base & Content Management

  • Develop and maintain FAQs, tutorials, refund forms, attendee guides, and internal SOPs for in-person and virtual events.

  • Regularly update the Support Center, including article creation and translation coordination.

  • Ensure onboarding and welcome content for event attendees is accurate, friendly, and accessible.

• Ticketing, Refunds & Revenue Tracking

  • Manage event setup and updates in Bizzabo (tickets, agendas, discount codes, etc.).

  • Process refunds, upgrades, and transfers through Bizzabo and manual systems; respond to chargebacks with supporting documentation.

  • Work with Finance to analyze refund trends; maintain accurate data in Airtable and other internal tools.

  • Manage and update events, refund forms and customer blacklists.

• Event Logistics Support

  • Support registration and check-in at live events; manage info desk and assist with volunteer coordination.

  • Assist in event logistics such as venue research, rooming lists, speaker updates, crew charts, and visa-related documentation.

Technical Competencies

• Event Platforms: Experience with platforms such as Bizzabo, Authorize.com, and Airtable.

• Content & Knowledge Management: Skilled in maintaining knowledge bases and team resources

• Payment & Refund Processing: Strong knowledge of payment flows, chargeback responses, and invoice adjustments.

• Data Analysis: Ability to identify CX trends and collaborate on improvements.

• GDPR & Compliance: Familiar with data privacy regulations and customer data handling protocols.

• Customer Support Tools: Experience with Zendesk, Jira and other common-place support tools

Soft Competencies:

• Customer Service: Exceptional customer service skills, including empathy, patience, and a customer-centric approach.

• Problem Solving: Strong problem-solving abilities to address complex customer issues.

• Communication: Excellent written and verbal communication skills to interact with customers and cross-functional teams.

• Collaboration: Strong teamwork and communication skills to work effectively with various departments to resolve customer inquiries.

• Adaptability: Ability to adapt to changing customer needs and priorities.

• Attention to Detail: Strong attention to detail when managing content and processing payment requests.

Experience:

• Bachelor's degree in a related field (preferred).

• 3+ years of experience in a customer support or content support role.

• Familiarity with learning management systems and issue tracking tools.

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.