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Online Learning Operator and Customer Support Specialist

About Tergar International:

Tergar Meditation Community supports individuals, practice groups, and meditation communities worldwide in learning to live with awareness, compassion, and wisdom. Grounded in the Tibetan Buddhist lineage of our guiding teacher, Yongey Mingyur Rinpoche, our online and in-person programs are accessible to people of all cultures and faiths and support a lifelong path toward the application of these principles in everyday life.

Tergar International is a 501(c)3 non-profit organization that develops and delivers Tergar programs in partnership with our sister organization, Tergar Asia. Tergar International is based in the United States of America in the Twin Cities of Minneapolis / St. Paul, Minnesota, with a staff of nearly 70 employees and core contractors who work in various locations around the world.

Job Summary:

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.

Key Duties and Responsibilities:

1. Joy of Living (JOL) Online Course Operations

• Program Management & Live Session Execution: 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.
• Website & Media Maintenance: Keep the WordPress website updated, manage digital content containers (Vimeo, Bunny, Box, etc), and coordinate the distribution of the weekly JOL program newsletter.
• Expansion, Cohort, & Product Support: 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. Additionally, support the Spanish JOL program (La Alegra de Vivir), prioritizing its completion and keeping it up to date with the English-language version, including executing required content updates.
• Process Improvement: Review operational processes to make them more efficient and keep all training and workflow documentation up-to-date.
• Cross-Team Alignment: 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.

2. Customer Support and General Assistance

• Cross-Product Learning: Proactively learn the details of Tergar's other core programs and products to assist with general ticketing across those areas when needed.
• Daily Support Tickets: 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 Alegra de Vivir).
• Issue Resolution: Address standard customer queries and escalate complex technical or billing issues to designated team specialists.

Required Skills and Abilities:

Communication and Customer Service

• 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.
• Proficiency in Spanish (written/verbal) is highly valued to support Spanish JOL expansion.

Organization and Self-Management

• 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.

Systems and Technology Stack

• Daily Collaboration: Proficiency with Google Suite, Zoom, Smartsheet, Asana, Jira, and Telegram.
• Specialized Platforms (Experience with, or a strong willingness to learn):
  • Customer Support & CRM: Freshdesk, ChargeBee, HubSpot, Stripe
  • Web & Media Containers: WordPress, Vimeo, Amazon AWS, Bunny, Strapi
  • Learning Management Systems (LMS): LearnWorlds, Articulate.
• Automation & AI (Experience with, or a strong willingness to learn): Familiarity or hands-on experience with productivity-enhancing AI tools (e.g., ChatGPT, Gemini, Notion) and workflow automation platforms (e.g., Zapier, Make) to optimize administrative operations and streamline manual workflows.
• Technical Plus: Basic familiarity or experience with Web App development or Quality Assurance (QA) testing to assist with the Joy of Living app is a plus.

Education and Experience:

• An Associates degree (2-year), some college-level coursework, or equivalent professional experience demonstrating strong communication, analytical, and reading/writing skills. (Relevant coursework or degrees in Communications, Educational Technology, Business/Administration, or IT/Systems are preferred but not required).
• 35 years of professional experience in customer support, helpdesk administration, or digital learning operations (experience in a virtual-event, non-profit, or SaaS environment is highly valued).
• 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.
• Experience working or volunteering with any dharma organization, preferably within the Tergar Mandala, is a bonus.

Location & Schedule:

• Remote position: Candidates must be based in North or South American time zones; Core hours are aligned with US Central/Eastern time zones
• Work Hours:Standard work hours are Monday through Friday, with flexibility required for occasional, pre-scheduled weekend shifts to support live online course runs or global program launches.
• Requirements: A reliable personal workspace and high-speed internet.
  

Compensation & Benefits:

• Competitive salary commensurate with experience
• Health insurance, Dental, Vision, Life insurance, STD/LTD, HSA(US-based employees)
• 200 hours of PTOannually
• 40 hours of Paid Retreat Time(PRT) annually
• Professional development opportunities
• Complimentary access to all Tergar meditation programs
• Reduced fees for retreats with Mingyur Rinpoche

Application Deadline: July 30th, 2026, or until a suitable candidate is selected.