Member Support/Customer Service
About Our Client
This organization operates in the membership and community support sector, focusing on providing seamless experiences for members to engage with content, events, and each other. It addresses challenges related to member support, billing, community moderation, and content management to ensure members can focus on their personal priorities.
About the Opportunity
The Member Support/Customer Service role is central to maintaining smooth day-to-day operations and delivering a positive member experience. The position involves being the primary contact for members, managing support inquiries, billing issues, community engagement, event logistics, and content operations. This role supports member retention by identifying onboarding needs and potential churn indicators, ensuring members receive timely and effective assistance.
Responsibilities
- Manage and respond to member inquiries across multiple platforms
- Troubleshoot account access and membership issues
- Maintain timely first responses to member communications
- Develop and update communication templates, FAQs, and help documents
- Track recurring issues and escalate as needed
- Handle billing operations including payment processing, refunds, and dispute resolution
- Moderate the member community to maintain a safe and organized space
- Support event scheduling, logistics, and communications
- Organize and maintain content libraries and track engagement
- Collect and analyze member feedback and bug reports
- Maintain accurate member data and prepare weekly operational reports
- Document processes to ensure workflow continuity
Requirements
- Strong customer service and operational skills
- Digital fluency with the ability to learn new platforms quickly
- Experience or aptitude for handling billing and payment systems
- Ability to manage community moderation and event support
- Excellent organizational and communication abilities