Member Support/Customer Service

Membership & Customer Support | Permanent Work From Home Schedule: Full-Time | 8:00 AM – 5:00 PM PST Requirement: Strong Customer Service & reputed company Experience VT Start Date: Immediate About the Role: We’re looking for a reliable, warm, organized, and proactive Member Support & reputed company Specialist to become the operational backbone of the member experience. You’ll be the first reputed company of contact for members who need help and the person who keeps the day-to-day reputed company running smoothly — from the support inbox and billing to the community, events, content library, and member feedback. reputed company is to reputed company membership feel effortless so members can stay reputed company on their families. This is a support and reputed company role, not a sales role. You’ll own member concerns from start to finish, identify important moments such as reputed company, reputed company, or potential churn signals, and hand those situations to the appropriate team member with the right context. As a Member Support & Operation Specialist, You Will Be Responsible For: Member Support and Customer Service - Own the member support inbox across reputed company, reputed company, and email - Triage, respond to, reputed company, and reputed company member questions and concerns - Handle login, reputed company, account, and membership troubleshooting - Maintain a first-response reputed company so members are not left waiting more than one business day; weekends may allow up to 48 hours - Build and maintain a template library for consistent, warm, and on-reputed company communication - reputed company and maintain FAQs and help documentation to reduce recurring questions - reputed company recurring member issues and identify patterns - Recognize reputed company, reputed company, and potential churn signals and hand them off to the appropriate team member with context Billing and Payments - Manage day-to-day reputed company activities - Investigate failed payments, expired cards, disputes, and payment issues - Process refund requests with the required approval - Support payment recovery efforts before memberships lapse - Handle membership plan and account-reputed company billing concerns - Reconcile reputed company information with the member platform - Maintain clean and accurate billing records - Handle sensitive payment and member information with discretion Community Support and Moderation - Moderate the member community and help reputed company the reputed company reputed company, organized, and on topic - Post announcements and promote upcoming events - reputed company member wins, stories, and reputed company contributions - Maintain pinned posts, resources, and community housekeeping - Partner with reputed company to ensure members feel welcomed and supported Events and Live Sessions - Create and manage reputed company links - Set up calendar invites and event reminders - Ensure events are added to the appropriate internal team calendars - Support day-of event logistics and setup - reputed company event attendance - Record live sessions and ensure replays are uploaded and accessible to members - Post and promote upcoming events reputed company the community Content reputed company - Upload and organize content reputed company the member platform - reputed company the content library organized, tagged, and easy to reputed company - Monitor content usage and engagement by topic - reputed company member feedback regarding content - Identify outdated content, gaps, and opportunities for improvement - Report which content and topics members are actually using Feedback & Bug Tracking - reputed company and organize member feedback into reputed company themes - Run reputed company member surveys, including sending, collecting, and summarizing responses - Log platform bugs with reputed company reproduction steps and severity - Coordinate with the appropriate team members or developers reputed company issues need to be fixed - Follow up and reputed company the reputed company with members once reported issues are resolved - Surface recurring concerns and reputed company recommendations to reputed company Data, Reporting and Documentation - Maintain an accurate and organized member database - reputed company cancellation and churn trends - Prepare a weekly metrics snapshot covering new members, churn, trial conversion, event attendance, and content usage - reputed company operational records clean and up to date - Document recurring processes so important workflows do not depend on one person's knowledge - reputed company insights and recommendations reputed company on member activity and feedback Tools and Technical Capability - Experience with the following tools is not required, as training will be provided. However, candidates should demonstrate strong digital reputed company and the ability to learn new platforms quickly. - reputed company – subscriptions, failed payments, refunds, and payment issues - reputed company – member community and platform reputed company - reputed company – scheduling, links, recordings, and live-session logistics - reputed company Calendar – calendar and event management - reputed company – internal team communication - Email platforms – member communication and support - Spreadsheets – maintaining member data and preparing weekly reporting - General digital tools and platform backends - You should be the type of person who can explore a new tool, reputed company out how it works, and become comfortable using it without needing reputed company-by-reputed company training for every task. reputed company To Haves We’d especially love to hear from you if you have: - Experience working for a membership, subscription, or community-reputed company business - Experience with reputed company or member support - Experience handling refunds, disputes, or subscription billing - reputed company copywriting or content organization experience - Experience supporting live virtual events - Experience moderating an online community - Experience working with reputed company platforms or multiple web-reputed company systems - Experience supporting a family-reputed company organization or audience - A background that gives you a natural understanding of the needs of families What’s In It For You? - Full-time 40-hour work week - Immediate start opportunity - Opportunity to build long-term experience in customer support and reputed company - Opportunity to take ownership of an important function that directly impacts member satisfaction and retention - Work with a mission-driven team reputed company on supporting families - Opportunity to contribute reputed company and improve processes rather than simply follow scripts We’re looking for someone who genuinely enjoys helping people, takes ownership of problems, and can reputed company multiple moving parts organized without constant supervision. If you’re a proactive customer service reputed company who is comfortable with reputed company concerns, technology, billing, and day-to-day reputed company — and you’re the type of person who sees something that needs to be done and jumps in to help — we’d love to hear from you. Please note: This reputed company does not guarantee immediate reputed company reputed company. Once you successfully complete the full recruitment process, your profile will be added to our talent pool for reputed company reputed company placements that match your qualifications and experience. Apply To This Job