- Own the member support queue end-to-end — triaging, responding to, and resolving inbound email inquiries with care and consistency
- Handle phone callbacks from our main support line, returning calls within defined SLA windows
- Manage membership and account inquiries including cancellations, billing questions, banking and account servicing issues
- Identify and escalate issues that require input from our Guidance, Bank / Investing Ops, or Engineering teams
- Contribute to building our internal knowledge base, macro library, and documentation
- Flag recurring issues and help develop solutions so the same problems stop landing in the queue
- Support new hire onboarding as the team grows, sharing what you know about common member questions and how to handle them well
Zendesk