Member Support Administrator

The National Security Technology Accelerator (NSTXL) harvests innovative technology from the commercial and non-defense marketplace, transforming government innovation while decreasing costs, compressing timelines, and improving outcomes. We offer a unique and simplified approach to rapidly developing, demonstrating, and assessing prototypes that address various operational and installation needs, from individual Warfighter technology to large-scale installation projects. NSTXL supports technology delivery to the Department of Defense by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions.

NSTXL is creating an ecosystem of innovators to collaborate and bring next-generation technologies to the end-user. Our OTAs have over 900 members from corporate, non-profit, educational, and financial institutions. For these members, NSTXL offers opportunities to bid on government contracts, education and training, and live/virtual forums on various topics.

The Member Support Admin is the operational backbone and frontline face of NSTXL’s 900+ member innovator ecosystem. This role sits at the intersection of technical customer success, data operations, and marketing support.

You will manage the end-to-end of member support, from initial application vetting and technical platform troubleshooting to managing the inbound email queue and supporting engagement communications. The ideal candidate blends an empathetic, "customer-first" communication style with sharp technical aptitude, ensuring our members can seamlessly navigate our systems and access documents.

• Frontline Support: Manage the primary membership inbox; triage, troubleshoot, and resolve member issues regarding platform navigation, account access, and operational questions.
• Ticketing & Triage: Track inquiry metrics (response times, resolutions) within the CRM and cleanly elevate complex technical, financial, or contract issues to internal teams.
• Knowledge Management: Identify recurring member friction points and proactively update member-facing FAQs and internal resource guides.

• Onboarding & Renewals: Own the administrative intake, vetting, and data entry for new member applications and account setups.
• CRM Administration: Maintain pristine member records in Salesforce/Hub Spot, executing routine data to ensure organization and contact information is accurate.
• Reporting & Analytics: Handle basic list management, audience segmentation, and pull routine reports to give internal teams visibility into member engagement.

• Campaign Execution: Build and validate audience lists for member announcements, newsletter distributions, and targeted marketing email campaigns.
• Quality Assurance: Proof outbound communications prior to distribution to ensure flawless formatting and compliance with brand standards.
• Virtual Events: Assist with the logistical coordination, list prep, and production support for live and virtual member webinars and forums.

• Experience: Bachelor’s/Associate's degree OR equivalent professional experience, plus 1+ years in an administrative, help desk, customer success, or membership operations role.
• Technical Aptitude: Demonstrated ability to learn new software quickly and guide non-technical users through system navigation and troubleshooting.
• Communication
  
  Skills:
  
  Exceptional written and verbal communication; comfortable translating complex processes into simple, friendly instructions.
• Execution & Detail: High attention to detail regarding data entry and recordkeeping, with the ability to manage competing, deadline-driven priorities.
• Remote Capability: Self-motivated and disciplined to work effectively in a fully remote environment.

• Hands-on experience with CRMs (Salesforce or Hub Spot).
• Familiarity with marketing automation or support ticketing tools (Zendesk, Mailchimp, Word Press, Marketo, etc.).
• Experience supporting webinar production or virtual event execution.
• Background or interest…