Senior Member Care Specialist

For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy.

About the Role

This Senior Member Care Specialist role is for someone who leads with empathy, thinks critically under pressure, and brings both operational discipline and emotional intelligence to every member interaction. You'll thrive here if you're the kind of person who reads between the lines, knows how to move someone from frustration to forward momentum, and genuinely cares about seeing the people you support succeed. You'll be the central advocate for estate planning attorneys navigating their membership journey, our managed implementation systems, and technical product stack, while also owning the accounts receivable conversations that keep our community financially healthy.

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

Responsibilities

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

• Membership Support & Tiered Triage
  • Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets.
  • Escalate to Coaching, Solutions Engineers, Product, or Web Developers when specialized follow-up is needed.
  • Maintain an active account roster, proactively monitoring engagement, check-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 clarity.
  • Troubleshoot access, setup, and implementation issues for members, coordinating with Operations, LBSCs, and Onboarding Specialists to keep the experience cohesive.
  • Facilitate Group Coaching call support and surface member trends and friction points to drive continuous improvement across the member experience.
• Accelerator Product & Technical Support

  Accelerator is NLBM's tiered implementation program that helps Personal Family Lawyer firms put their systems into practice through our CRM system and technical product stack.

  • Lead new-member onboarding for Accelerator, including kickoff calls, resource orientation, and success planning alongside Solutions Engineers.
  • Monitor Accelerator cohort health, proactively escalating disengagement or underperformance to Member Care leadership and Product.
  • Troubleshoot access, setup, and implementation issues directly with members and Solutions Engineers; support tier transitions between Launch, Pro, and Elite.
  • Act as the liaison for website and CRM technical requests (customizations, DNS connection 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.
• Accounts Receivable
  • Monitor assigned member accounts for failed or overdue payments, initiating supportive, timely outreach in accordance with established A/R standard operating procedures.
  • Serve as the primary point of contact for members experiencing billing friction, approaching every conversation with care and a genuine commitment to resolution, and documenting all communications in HubSpot.
  • Collaborate with the A/R Manager to ensure overdue accounts are resolved within defined SLAs, and contribute to ongoing improvements in the A/R pipeline and recovery process.
  • Bring a solutions-oriented mindset to every billing conversation, working with members to identify sustainable paths forward while maintaining accountability to the business.

Success Metrics

• Members on your roster feel genuinely supported, reflected in high active engagement and strong CSAT/NPS scores month-over-month.
• Difficult conversations, whether around billing, disengagement, or complex transitions, are handled with care and directness, leaving members with a clear path forward.
• Overdue accounts are consistently resolved within established SLA timelines through clear, supportive communication and structured payment plans.
• Support tickets are triaged and resolved rapidly with clear CRM documentation and zero missed follow-ups.
• Members across supported products onboard smoothly and adopt our systems with confidence.
• You contribute beyond execution by spotting gaps, surfacing insights, and collaborating with the Member Care Manager and cross-functional teams to improve the system.

Requirements

• Proven track record in high-touch account management, member success, or client support, ideally within a membership, coaching, or SaaS environment.
• Experience navigating complex, emotionally charged member situations with professionalism and care.
• Strong emotional intelligence: you read between the lines, pick up on unspoken concerns, and know how to move someone from frustration to forward momentum.
• Strong financial literacy and comfort navigating delicate billing, revenue recovery, and accounts receivable conversations with empathy and professionalism.
• Technical fluency in HubSpot CRM, project management software (Asana), and digital product ecosystems; ability to quickly learn new tools and platform updates.
• Proactive problem solver who spots disengagement risks early and coordinates across internal teams to drive resolution.
• Meticulous detail orientation and process discipline, keeping notes, tickets, and pipeline statuses accurate in real time.
• Exceptional written and verbal communication skills, capable of translating complex technical or administrative steps into simple, actionable member guidance.

Pay

Hourly Base Wage: $28.85 – $36.05 per hour (equivalent to $60,000 – $75,000 annually based on 40 hours/week), depending on experience and qualifications.

Schedule

• Full-Time, Non-Exempt (W2), 40 hours per week.
• Dedicated 8-hour daily shifts during business hours.
• All hours logged in real-time using company software (Clockify), with full state-mandated meal/rest break compliance and pre-approved overtime compensated at 1.5x regular pay.

Benefits

• 100% Remote Work at a Profitable, Growing Company
• Recession-Proof Industry, Product, and Audience
• Comprehensive Benefits Package (Health, Dental, Vision)
• 401K Retirement Program
• Flexible Paid Time Off
• Opportunities for Career Growth and Leadership Development
• Mission-Driven Company Transforming the Legal Industry

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