Member​/Customer Service

Membership & Customer Support | Permanent Work From Home

Schedule:

Full-Time | 8:00 AM – 5:00 PM PST

Requirement:
Strong Customer Service & Operations Experience

VT

Start Date:

Immediate

We're looking for a reliable, warm, organized, and proactive Member Support & Operations Specialist to become the operational backbone of the member experience.

You'll be the first point of contact for members who need help and the person who keeps the day-to-day operations running smoothly — from the support inbox and billing to the community, events, content library, and member feedback.

Your job is to make membership feel effortless so members can stay focused on their families.

This is a support and operations role, not a sales role. You'll own member concerns from start to finish, identify important moments such as onboarding, outreach, or potential churn signals, and hand those situations to the appropriate team member with the right context.

• Own the member support inbox across Lovable, Wix, and email
• Triage, respond to, resolve, and route member questions and concerns
• Handle login, access, account, and membership troubleshooting
• Maintain a first-response target 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-brand communication
• Develop and maintain FAQs and help documentation to reduce recurring questions
• Track recurring member issues and identify patterns
• Recognize onboarding, outreach, and potential churn signals and hand them off to the appropriate team member with context

• Manage day-to-day Stripe 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-related billing concerns
• Reconcile Stripe information with the member platform
• Maintain clean and accurate billing records
• Handle sensitive payment and member information with discretion

• Moderate the member community and help keep the space safe, organized, and on topic
• Post announcements and promote upcoming events
• Highlight member wins, stories, and positive contributions
• Maintain pinned posts, resources, and community housekeeping
• Partner with the team to ensure members feel welcomed and supported

• Create and manage Zoom 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
• Track event attendance
• Record live sessions and ensure replays are uploaded and accessible to members
• Post and promote upcoming events within the community

• Upload and organize content within the member platform
• Keep the content library organized, tagged, and easy to navigate
• Monitor content usage and engagement by topic
• Gather member feedback regarding content
• Identify outdated content, gaps, and opportunities for improvement
• Report which content and topics members are actually using

• Track and organize member feedback into clear themes
• Run simple member surveys, including sending, collecting, and summarizing responses
• Log platform bugs with clear reproduction steps and severity
• Coordinate with the appropriate team members or developers when issues need to be fixed
• Follow up and close the loop with members once reported issues are resolved
• Surface recurring concerns and provide recommendations to the team

• Maintain an accurate and organized member database
• Track cancellation and churn trends
• Prepare a weekly metrics snapshot covering new members, churn, trial conversion, event attendance, and content usage
• Keep operational records clean and up to date
• Document recurring processes so important workflows do not depend on one person's knowledge
• Provide insights and recommendations based on member activity and feedback

Experience with the following tools is…