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 190+ 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.