Member Care Specialist
New
N
New Law Business ModelLegal Technology
100% Remote (US-Based)Full-TimeMiddle
Salary25 - 31.25 USD per hour
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Job Details
- Required Skills
- SaaSHubSpotAsanaAccount ManagementCustomer support
Requirements
- Proven track record in high-touch account management, member success, or client support.
- Experience within a membership, coaching, or SaaS environment.
- Technically fluent with HubSpot CRM and project management software like Asana.
- Ability to pick up new digital tools and product ecosystems quickly.
- Strong empathy and ability to build genuine relationships with members.
- Meticulous detail orientation and ability to maintain accurate CRM documentation.
- Exceptional written and verbal communication skills.
- Ability to follow established processes consistently while flagging gaps for improvement.
- Proactive problem-solving skills to identify and mitigate disengagement risks.
- Must meet BYOD requirements, including providing a computer with at least 16GB RAM.
Responsibilities
- Own the full lifecycle of assigned member accounts from onboarding through retention.
- Serve as the first point of contact for day-to-day support requests via email and other inquiries.
- Manage ticket pipelines with accurate tagging, prioritization, and adherence to response SLAs.
- Proactively monitor engagement and survey signals to identify at-risk members.
- Troubleshoot access, setup, and implementation issues, collaborating with internal teams.
- Execute retention interventions including membership tier upgrades, downgrades, and cancellations.
- Facilitate administrative support for group coaching calls.
- Surface operational trends and member friction points to internal product and coaching teams.
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