JOL Specialist

Tergar International•Minneapolis, MN

23h•Remote

About The Position

The Online Learning Operator and Customer Support Specialist at Tergar International operates and coordinates Online Learning Courses and engages directly with customers. Operating as part of the System Operations Support (SOS) Team, this role focuses on providing high-quality support for specific products, ensuring a seamless experience for participants and program leaders, and reports directly to the SOS Team Manager.

Requirements

Warm, professional interpersonal skills with a natural customer-focused mindset.
Excellent written and verbal English communication skills, with a strong focus on active listening.
Ability to handle conflict and resolve user issues patiently and effectively.
Self-reliant and intrinsically motivated, with the ability to follow through on tasks independently.
Ability to collaborate comfortably within remote, globally distributed team settings.
Practical and creative problem-solving skills for handling minor technical or organizational issues as they arise.
Strong prioritization, planning, and scheduling capabilities to balance daily support tickets with scheduled live course demands.
Proficiency with Google Suite, Zoom, Smartsheet, Asana, Jira, and Telegram.
Experience with, or a strong willingness to learn: Freshdesk, ChargeBee, HubSpot, Stripe, WordPress, Vimeo, Amazon AWS, Bunny, Strapi, LearnWorlds, Articulate.
Familiarity or hands-on experience with productivity-enhancing AI tools (e.g., ChatGPT, Gemini, Notion) and workflow automation platforms (e.g., Zapier, Make).
An Associate’s degree (2-year), some college-level coursework, or equivalent professional experience demonstrating strong communication, analytical, and reading/writing skills.
3–5 years of professional experience in customer support, helpdesk administration, or digital learning operations.
Demonstrated experience administering and navigating Learning Management Systems (LMS) (e.g., LearnWorlds, Articulate, Canvas) and modern helpdesk/ticketing systems (e.g., Freshdesk, Zendesk).
Basic familiarity with web content systems (WordPress) and media asset environments (Vimeo, cloud hosting) to support digital content workflows.
A reliable personal workspace and high-speed internet.

Nice To Haves

Proficiency in Spanish (written/verbal) is highly valued to support Spanish JOL expansion.
Basic familiarity or experience with Web App development or Quality Assurance (QA) testing to assist with the Joy of Living app is a plus.
Relevant coursework or degrees in Communications, Educational Technology, Business/Administration, or IT/Systems are preferred but not required.
Experience in a virtual-event, non-profit, or SaaS environment is highly valued.
Experience working or volunteering with any dharma organization, preferably within the Tergar Mandala, is a bonus.

Responsibilities

Run and operate online courses and live online sessions, managing program workflows while coordinating teachers, guides, Zoom hosts, and participants to ensure a smooth, professional session experience.
Keep the WordPress website updated, manage digital content containers (Vimeo, Bunny, Box, etc), and coordinate the distribution of the weekly JOL program newsletter.
Coordinate and run regular 6-month JOL cohorts (including scheduling and managing course infrastructure), support the creation of new cohorts, and assist with the web rollout of the Anytime Anywhere Meditation (AAM) product.
Support the Spanish JOL program (La Alegría de Vivir), prioritizing its completion and keeping it up to date with the English-language version, including executing required content updates.
Review operational processes to make them more efficient and keep all training and workflow documentation up-to-date.
Attend weekly meetings for both the JOL product team and the SOS team, acting as an information bridge by reporting relevant JOL updates back to the SOS team.
Proactively learn the details of Tergar's other core programs and products to assist with general ticketing across those areas when needed.
Respond directly to customer inquiries and support requests using the online ticketing system (Freshdesk), with a primary focus on the JOL family of products (JOL Online, AAM, JOL App, and La Alegría de Vivir).
Address standard customer queries and escalate complex technical or billing issues to designated team specialists.