Member Experience Coordinator

About the Role

The Member Experience Coordinator is the master of the member experience and DSOA's primary point of contact for members. This role involves answering member questions, directing them to the appropriate resources, and managing the day-to-day mechanics of DSOA's member lifecycle, including support requests, renewals, tier changes, and cancellations. The goal is to ensure members receive a consistent, well-tracked experience from their first day through renewal or cancellation.

Responsibilities

• Member Support & Lifecycle Management:
  • Own day-to-day member support requests, routing and resolving issues or escalating to specialists.
  • Maintain accurate member records across DSOA's membership and CRM systems.
  • Flag recurring member issues or friction points to inform process improvements.
• Renewals, Tier Changes & Cancellations:
  • Administer renewals: track upcoming dates, send reminders, and process completed renewals.
  • Process tier upgrades and downgrades, including billing coordination.
  • Process cancellations, capturing reasons for retention reporting.
• Onboarding & Retention Support:
  • Manage onboarding handoffs for smooth transitions into active membership.
  • Lead retention and churn-prevention outreach for at-risk members.
• AI Fluency & Improvement Mindset:
  • Use AI tools to streamline renewal tracking, member communications, and reporting.
  • Identify automation or process improvements to reduce manual work.

Qualifications

• 1–3 years in member services, customer support, or membership operations, preferably in a subscription/membership-based business.
• Comfortable with CRM or customer success platforms; willing to learn DSOA's tools.
• Highly organized with strong attention to detail, managing multiple accounts simultaneously.
• Clear, empathetic written and verbal communication skills.
• Adaptable in a small, fast-paced team with evolving responsibilities.
• Experience using AI tools to enhance efficiency.

Benefits

• Medical, dental, and vision insurance options.
• 100% employer-paid short/long-term disability and Basic Life/AD&D insurance.
• 401(k) with 100% company match up to 4%.
• Flexible paid personal/vacation time.
• 10 sick days annually.
• 10 company-paid holidays.
• 12 weeks paid parental leave.

Department: DSOA, Arts Portfolio (Product & Strategy) | Reports To: Director of Product and Strategy | Location: Hybrid-Austin (2+ days in office required) | Work Authorization: Must be authorized to work in the U.S. without employer sponsorship.