Customer Support Specialist

About the Role

Akasha Yoga Academy is looking for an empathetic, proactive, tech-savy CUSTOMER SUPPORT Specialist.

You will guide our global community of online Yoga students.

You deliver exceptional helpdesk services online.

You streamline AI-automated support operations and IT-based workflows.

You ensure a smooth, supportive & well-coordinated student journey, while maintaining efficient automated operations.

You act as a bridge between students from around the world & internal teams.

Your role combines student support, administrative coordination, technical workflow management, and operational problem-solving.

You work closely with a senior team member, collaborate across departments, international team members and supervise interns.

You contribute to operational continuity, effective teamwork, and ongoing improvements of organizational processes & automations.

Key Responsibilities

• Streamline AI-automated support operations and IT workflows
• Manage student enrolment, onboarding, and the overall student journey
• Track student progress and help ensure a smooth and supportive experience throughout their studies
• Coordinate assignment checks, submissions, and related administration
• Provide first-line assistance with minor technical issues
• Maintain a neutral, compassionate, and solution-oriented approach when issues arise between students and the company
• Translate student concerns into clear internal feedback and facilitate solutions that balance student needs with organizational requirements
• Manage and monitor manual administrative processes and automated workflows, ensuring they function effectively and consistently
• Identify, report, and troubleshoot internal technical and platform-related issues
• Maintain close communication and collaboration with the Sales, Marketing, and IT team to support aligned and efficient operations

About You

• 2+ years of proven experience as a Customer Support, Technical Helpdesk, or Student Services
• Experience with AI-automated support operations
• Advanced skills in improving software & IT workflows
• Excellent English Language skills, both written & spoken
• Communication skills to explain technical instructions simply & clearly to an international audience
• Deeply empathetic with a passion for helping people succeed
• Comfortable navigating and troubleshooting web-based platforms
• Proficient with digital collaboration tools (Google Workspace, Discord, Asana, or Other Support platforms)
• Willingness to work in a hybrid setup (spending designated time at our physical office while maintaining remote flexibility)
• Must already be living in Bali

About Us

Akasha Yoga Academy is passionate about making yoga education accessible around the world.