Support Team Lead

About Company:

MyYogateacher is a fast-growing health tech startup with a mission to improve the physical and mental well-being of the entire planet. We are the first online marketplace to connect qualified Fitness and Yoga coaches from India with consumers worldwide to provide personalized 1-on-1 sessions via live video conference (app, web). We started in 2019 and have been showing tremendous traction with rave customer reviews.

• Over 200,000 happy customers
• Over 230,000 5 star reviews
• Over 150 Highly qualified coaches on the platform
• 95% of sessions are being completed with 5-star rating

Headquartered in California, with operations based in Bangalore, we are dedicated to providing exceptional service and promoting the benefits of yoga and fitness coaching worldwide. To learn more about us, visit About Us: MyYogaTeacher About Us

We put our employees' well-being at the forefront by providing competitive industry salaries and robust benefits packages. Were proud to foster an inclusive workplace and make a positive impact on the community. Additionally, we actively promote internal mobility and professional development at every stage of your career.

Responsibilities

As a Team Lead, you will oversee the support team responsible for ensuring exceptional experiences for both students and yoga teachers. You will manage day-to-day operations, drive service quality, coach and develop team members, monitor performance metrics, and act as the escalation point for complex issues. You will also collaborate cross-functionally with Product, Engineering, and Operations teams to ensure seamless session delivery and continuous improvement in support processes.

• Build a culture of ownership, empathy, and continuous improvement
• Lead, coach, and motivate the Support team to achieve response time, CSAT, and resolution targets
• Oversee daily operations, manage shift schedules, and handle escalations smoothly
• Step in to provide direct support to students and teachers via chat, email, or voice when needed
• Conduct regular check-ins, deliver feedback, and identify training or upskilling opportunities
• Resolve complex and high-impact cases promptly and professionally
• Audit team communication and documentation for accuracy and tone
• Create and update FAQs, process guides, and training materials to enhance service quality

Qualifications

• Educational Background: Any Graduation
• 35 years in customer support/operations, with 12 years in a lead or senior role. Prior experience in luxury hotels, travel concierge services, or premium hospitality operations strongly preferred.
• Excellent verbal, written, and interpersonal communication skills to effectively interact with customers, yoga teachers and internal teams
• Strong problem-solving ability with attention to detail and empathy
• Comfort working in a fast-paced, startup environment with evolving processes.
• Flexible to work fixed US/Japan shifts, 6 days a week.
• Must be self-motivated and a self-starter with a strong drive for success
• Excellent time management skills, with the ability to multitask and perform well in a fast-paced environment
• Proactive, reliable, and able to work independently
• Previous experience in wellness, fitness sectors (preferred but not required)

What we offer:

• Competitive salary and benefits package
• Opportunities for career advancement and professional growth
• Flat, collaborative team culture that values ownership and initiative
• A supportive and dynamic team environment where innovation and creativity are encouraged
• Opportunity to work in a mission-driven, high-growth health tech startup
• Chance to make a global impact by supporting yoga teachers and customers in their wellness journey

How to Apply:

If you meet these qualifications and are excited about the opportunity to make a difference in peoples lives, please submit your application today! We look forward to hearing from you.