Customer Service Representative

SoulSensei; Mumbai; Hybrid; INR 301,000 - 502,000; Full time

Job summary

SoulSensei in Mumbai seeks a compassionate Customer Service Representative to anchor live sessions, guide users through spiritual journeys, and ensure a seamless, supportive experience across all touchpoints. The role is onsite with rotational shifts and weekend WFH.

You will handle inquiries via email, WhatsApp, and phone; maintain session feedback; coordinate with Operations, Tech and Marketing; and pursue retention through warm, authentic communication.

Qualifications

• Minimum 2–5 years in customer support or related roles.
• Experience hosting live sessions or events is a plus.
• Strong verbal and written English and Hindi communication.

Responsibilities

• Live Session Hosting & Moderation: host and moderate live sessions with warmth and professionalism; encourage engagement; troubleshoot minor tech issues; maintain calm on camera.
• Customer Support & Relationship Management: be first point of contact via email, WhatsApp and phone; respond empathetically; maintain logs; coordinate with Ops/Tech/Marketing; follow up after sessions.
• Outbound Calling & Counselling: reach out to users for personal or premium sessions; understand needs; recommend offerings with empathy; support retention.

Skills

English & Hindi

Public speaking

Customer support

Empathy

Tools

Zoom

WhatsApp Business

Google Sheets

CRM systems

Job description

About Us: At SoulSensei, we are on a mission to transform lives by connecting individuals with trusted guides who provide clarity, inspiration, and purpose. Rooted in the belief that everyone deserves a fulfilling and meaningful life, we create a sacred space for growth, empowerment, and personal transformation. By joining our team, you become a part of a journey that helps people discover their fullest potential.

About the Role:

We are looking for a compassionate and articulate Customer Service Representative who will be the first point of connection for our users anchoring live sessions, guiding individuals through their spiritual journeys, and ensuring a seamless, supportive experience across all touchpoints. This role is ideal for someone who enjoys helping people, has strong communication skills, and can manage both users and facilitators with grace and clarity.

Working model: Onsite

Days: Rotational shifts (as per requirement) with 1 weekly off and WFH on weekends.

Timings: 10:00am - 6:00pm

Budget: up to 45k (depending on the experience)

Experience: 2-5 years

Key Responsibilities:

Live Session Hosting & Moderation

• Confidently host and moderate live sessions, opening and closing with warmth and professionalism.
• Encourage engagement by prompting interaction (e.g., camera on, questions, feedback).
• Troubleshoot minor tech issues and ensure a smooth session experience.
• Maintain a calm and professional on-camera presence throughout.

Customer Support & Relationship Management

• Act as the first point of contact for user queries via email, WhatsApp, and phone calls.
• Respond to concerns empathetically and follow up to ensure resolution.
• Maintain session feedback logs and communication history.
• Coordinate with the internal team (Operations, Tech, Marketing) to fulfill user needs.
• Follow up post-session to ensure satisfaction and build long-term trust.

Outbound Calling & Counselling

• Reach out to users interested in personal or premium sessions.
• Understand their needs and recommend relevant offerings with empathy.
• Build trust through authentic, warm communication.
• Support retention and loyalty through consistent user engagement.

What We Are Looking For:

• Strong verbal and written communication skills in English and Hindi.
• Confident public speaking and comfort hosting live virtual events.
• Calm under pressure with a strong presence of mind during live interactions.
• Familiarity with tools like Zoom, WhatsApp Business, Google Sheets, and CRMs.
• A quiet, professional setup for hosting sessions and reliable internet connectivity.

Preferred Qualifications:

• Prior experience in customer support, relationship management, or sales is a plus.
• Experience hosting events, webinars, or moderating live sessions.
• Educational or personal background in psychology, coaching, or holistic/spiritual practices is a bonus.