Operations (Customer Success) Executive

❖ Job Title: Operations (Customer Success) Executive

❖ Location: This position is permanently remote, allowing you to work from anywhere.

❖ Employment Type: Full-time

❖ About ScaleX Media: We’re a performance marketing agency for coaches, creators and trainers, helping our clients scale exponentially and profitably. We work with top trainers and coaches in the industry and manage ad spends of more than ₹15 crores/month. We are growing at 2X! We are currently a team of fun-loving 230+ members consisting of performance marketers, graphic designers, video editors, copywriters and other leadership positions from all over the country. We’re all working towards one goal - ‘Disrupting education by helping meaningful coaches reach more people’.

❖ Why are we hiring for this position? To enhance and oversee the planning, execution, and optimization of operational workflows, webinars, and customer support processes, ensuring smooth delivery and impactful experiences for our clients and participants.

❖ What does the ideal candidate look like?

● Experience: Proven experience in conducting or managing webinars, customer support operations, or other workflows, with a solid understanding of coordination processes.

● Design Skills: Proficiency in creating engaging presentations on Canva or similar design platforms.

● Communication: Excellent written and verbal communication skills to effectively manage operations, customer queries, and stakeholder engagement.

● Technical Expertise: Proficiency in webinar platforms like Zoom Webinars, GoToWebinar, WebEx, or similar tools. Understanding of webinar technology, including audio/video setups, live streaming, and troubleshooting.

● Customer Support Skills: Experience in handling customer queries via email, chat, or phone. Ability to resolve issues effectively and maintain a high level of customer satisfaction.

● Analytical Mindset: Proficiency in data analysis and reporting tools like Google Analytics, webinar platform analytics, and Google Sheets for organising and tracking operational data. Ability to assess performance metrics and provide actionable insights.

● Organizational Skills: Detail-oriented and highly organized, capable of managing multiple tasks and deadlines. Proactive problem solver with a customer-centric approach to delivering exceptional experiences.

❖ Roles and Responsibilities:

● Plan, coordinate, and execute end-to-end operational workflows, including scheduling, logistics, content creation, and participant communication.

● Design and develop visually appealing presentations and materials using Canva or similar tools. ● Use Google Sheets to manage schedules, track participation, monitor performance, and generate insights for operational improvements.

● Collaborate with cross-functional teams (marketing, sales, content) to ensure operations align with business objectives.

● Manage webinar platforms, including technical setups, live broadcasting, recording, and post-event analysis.

● Handle customer support inquiries across channels (email, chat, phone), ensuring the timely resolution of issues.

● Monitor performance metrics and analyze data to optimize strategies and enhance efficiency.

● Stay updated with industry trends and best practices to ensure innovative and effective operations.

● Develop standardized processes, documentation, and guidelines for operational and customer support workflows.

● Provide training and technical support to team members to ensure seamless execution

❖ What’s necessary?

● Laptop

● A stable internet connection and power backup

● Proficiency in Google Sheets

● Strong customer support skills

● Availability on weekends (mandatory; comp off leaves will be provided)

● Availability as per Indian Standard Time (IST), flexible for occasional late/odd hours

● A desire to learn and stay updated on operational and customer support trends and best practices

❖ Tools you’ll use:

✔ Communication & Meetings – WhatsApp Business, Slack, Google Workspace (Meet, Email)

✔ Data & Tracking – Google Sheets, Google Forms

✔ Webinars – Zoom (Meetings + Webinars), EverWebinar

✔ Website & Funnels – Hostinger, TagMango

✔ Marketing & Automation – AI Sensy, WATI, Mailmodo

✔ Payments – Razorpay

✔ Design – Canva

❖ What do you get?

● Competitive salary

● Career growth, appraisals and benefits

● A chance to work with top coaches and ed-tech innovators

● Health cover

● Work from anywhere ● A high-standard, fun-loving, collaborative and growth-focused environment

❖ Do not apply if:

● You lack relevant experience in operations, webinar management, or customer support.

● You are unwilling to collaborate across teams or handle multiple responsibilities.

● You are not comfortable with the arrangements mentioned in the Google Form description.