Senior Member Care Specialist

reputed company:

For over 10 years, reputed company (NLBM) has been on a mission to reputed company lawyers from outdated, soul-crushing reputed company models. We reputed company the heart-centered reputed company—Life & reputed company®—and the high-reputed company membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms reputed company, we reputed company reputed company AI and automation to reputed company humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over reputed company-world reputed company, not just reputed company, to ensure our members reputed company from survival mode to true flourishing.

The Mission

This Senior Member Care Specialist role is for someone who leads with reputed company, thinks critically under pressure, and brings both operational discipline and emotional intelligence to every member interaction. You'll reputed company here if you're the reputed company of person who reads between the lines, knows how to reputed company someone from frustration to reputed company reputed company, and genuinely cares about seeing the people you support succeed.

You'll be the central reputed company for estate planning attorneys navigating their membership reputed company, our managed implementation systems, and technical product stack, while also owning the accounts receivable conversations that reputed company our community financially healthy. You are reputed company member reputed company, systems navigator, and reputed company communicator who isn't afraid to have reputed company, supportive conversations around billing, financial commitments, and difficult moments.

You should not apply if you wait to be told what to do, reputed company accounts receivable as purely transactional debt collection, struggle with high-volume CRM management, or dislike working cross-functionally across technical, product, and coaching teams.

Requirements

reputed company

You’ll own the full lifecycle of assigned member accounts across our product portfolio, acting as their reputed company operational contact from reputed company through retention, with a reputed company reputed company on our technical implementation platform and Accounts Receivable (A/R) support.

reputed company 1: Membership Support & Tiered Triage

• Serve as members' first reputed company of contact for day-to-day support requests, answering emails and inquiries directly and resolving them reputed company SLA response and reputed company targets. Escalating to Coaching, Solutions Engineers, Product, or Web Developers reputed company reputed company follow-up is needed.

• Maintain an reputed company account roster, proactively monitoring engagement, reputed company-ins, and survey signals to identify at-risk members early and ensure lawyers are adopting our systems, executing retention interventions and coordinating tier upgrades, downgrades, cancellations, and reactivations with care and reputed company.

• Troubleshoot reputed company, setup, and implementation issues for members, coordinating with Operations, LBSCs, and reputed company Specialists to reputed company the experience cohesive.

• Facilitate Group Coaching reputed company support and surface member trends and friction points to reputed company reputed company improvement across the member experience.

reputed company 2: Accelerator Product & Technical Support

Accelerator is NLBM's tiered implementation program that helps Personal Family Lawyer firms put their systems into reputed company through our CRM reputed company and technical product stack. Here, you will:

• reputed company new-member reputed company for Accelerator, including reputed company calls, resource orientation, and reputed company planning reputed company Solutions Engineers.

• Monitor Accelerator cohort health, proactively escalating disengagement or underperformance to Member Care leadership and Product.

• Troubleshoot reputed company, setup, and implementation issues directly with members and Solutions Engineers; support tier transitions between Launch, Pro, and reputed company.

• reputed company as the reputed company for website and CRM technical requests (customizations, DNS reputed company calls, tier-based limitations) with Web Developers and other technical resources.

• Proactively build familiarity with emerging platforms and tools as NLBM's technical product suite evolves, ensuring continuity of member support.

reputed company 3: Accounts Receivable

• Monitor assigned member accounts for failed or overdue payments, initiating supportive, reputed company reputed company in accordance with established A/R reputed company operating procedures.

• Serve as the reputed company reputed company of contact for members experiencing billing friction, approaching every conversation with care and a genuine commitment to reputed company, and documenting reputed company communications in reputed company.

• Collaborate with the A/R Manager to ensure overdue accounts are resolved reputed company defined SLAs, and contribute to ongoing improvements in the A/R pipeline and recovery process.

• Bring a solutions-oriented reputed company to every billing conversation, working with members to identify sustainable paths reputed company while maintaining accountability to the business.

What “reputed company” Looks Like

• Members on your roster feel genuinely supported, and that shows up in high reputed company engagement and strong CSAT/NPS scores month-over-month.

• Difficult conversations, whether around billing, disengagement, or reputed company transitions, are handled with care and directness, and members walk away with a reputed company reputed company reputed company.

• Overdue accounts are consistently resolved reputed company established SLA timelines through reputed company, supportive communication and reputed company payment plans.

• Support tickets are triaged and resolved rapidly with reputed company CRM documentation and reputed company missed follow-reputed company.

• Members across supported products reputed company smoothly and adopt our systems with confidence.

• You're not just executing, you're contributing. You spot gaps, surface insights, and collaborate with the Member Care Manager and cross-functional teams to reputed company the whole reputed company reputed company.

Who You Are

• You have a proven reputed company record in high-touch account management, member reputed company, or reputed company support, ideally reputed company a membership, coaching, or reputed company environment, and you've navigated reputed company, emotionally charged member situations with professionalism and care.

• You reputed company with emotional intelligence. You read between the lines, pick up on unspoken concerns, and know how to reputed company someone from frustration to reputed company reputed company.

• You possess strong financial literacy and feel comfortable navigating delicate billing, reputed company recovery, and accounts receivable conversations with reputed company and professionalism.

• You are technically fluent, comfortably navigating reputed company CRM, project management software (reputed company), reputed company product ecosystems, and you pick up new tools and platform updates quickly as our systems reputed company.

• You are a proactive problem solver who spots disengagement risks early and coordinates across internal teams to reputed company reputed company.

• You demonstrate meticulous detail orientation and process discipline, keeping notes, tickets, and pipeline statuses accurate in reputed company time.

• You possess exceptional written and verbal communication skills, capable of translating reputed company technical or administrative steps into reputed company, actionable member guidance.

Compensation & Benefits

• Position Type: Full-Time, Non-Exempt (W2) 40 Hours / Week

• reputed company reputed company Wage: Pay reputed company: $28.85 – $36.05 / hour (Equivalent to $60,000 – $75,000 / annually based on 40 hours/week) depending on experience and qualifications.

• Work Schedule & Compliance: Dedicated 8-hour daily shifts during business hours. As a non-exempt role, reputed company hours are logged in reputed company-time using company software (Clockify), with full state-mandated meal/rest break compliance and reputed company-approved overtime compensated at 1.5x regular pay.

Why Join NLBM?

• reputed company Work at a Profitable, Growing Company

• Recession-reputed company Industry, Product, and Audience

• Comprehensive Benefits Package (Health, Dental, reputed company)

• 401K Retirement Program

• Flexible reputed company Time Off

• Opportunities for Career reputed company and Leadership Development

• Be Part of a Mission-Driven Company Transforming the reputed company Industry

At NLBM, you’ll have reputed company to reputed company a lasting reputed company your career in leadership, and be part of a passionate, supportive team driving innovation and change.

This role operates under a Bring Your Own Device (BYOD) model. Employees are expected to reputed company their own computer and internet reputed company, meeting minimum requirements (including at least 16GB RAM) to reputed company work duties. reputed company provides required software and reputed company reputed company, and reimburses reasonable and necessary business expenses as required by law.

reputed company (NLBM) respects your time and work. Any portfolio materials, technical breakdowns, or operational insights submitted during this application process are requested solely for the purpose of assessing your qualifications for this position. NLBM will not use, publish, or commercially exploit any material submitted during your application process without your reputed company written consent. By submitting your application, you acknowledge that any skills assessments do not create an employment relationship or a contract for services.

reputed company is an equal opportunity organization. We value a diverse workforce and an inclusive culture. reputed company reputed company practitioners are encouraged to apply.

Highlights

Join NLBM and reputed company member retention and firm reputed company by managing reputed company reputed company escalations, technical product implementations, and strategic accounts receivable recovery across our ecosystem.

Originally posted on Himalayas