Offer summary

Qualifications:

1-3 years of experience in member support or customer service roles., Excellent communication skills in English, both written and verbal., Proficient in using CRM systems and ticketing tools., Detail-oriented with strong organizational skills. .

Key responsabilities:

Respond to member inquiries via email, chat, and other channels promptly and professionally.

Conduct outbound calls and quarterly check-ins to engage members and enhance their experience.

Troubleshoot and resolve issues related to membership and platform navigation.

Monitor member engagement levels and assist in re-engaging disengaged members.

Job description

This is a remote position.

This company is a global community powered by peer learning, professional development, and meaningful connections. Their members—spanning executives, CEOs, and associates—turn to this company to elevate their careers and unlock growth.

To continue delivering a best-in-class experience, they are seeking a highly responsive and proactive Outsourced Member Support & Success Specialist who will be instrumental in both resolving member issues and driving member engagement and retention through structured outreach. This role is not just about answering questions—it’s about ensuring that every member interaction adds value and strengthens their connection to the company.

Key Responsibilities

Member Support (Operational Excellence)

Respond promptly and professionally to member inquiries via email, chat, and other support channels, ensuring high-quality service.
Troubleshoot and resolve issues related to billing, membership access, course enrollment, event registration, and platform navigation.
Identify and escalate common pain points to the team to improve processes, member experience, and support resources.
Maintain and enhance Knowledge Base to ensure members have self-serve access to the most up-to-date resources.
Ensure first-contact resolution whenever possible and proactively follow up on open issues until fully resolved.

Member Success (Engagement & Retention)

Conduct outbound phone calls and quarterly check-ins to proactively engage members and help them maximize their membership benefits.
Guide members on resources such as learning programs, networking opportunities, and events tailored to their needs.
Monitor engagement levels, flagging disengaged members for outreach to prevent churn and encourage re-engagement.
Support members On the Bench program, assisting members navigating career transitions by ensuring they access relevant opportunities and resources.
Personalize the member experience by identifying and recommending relevant programs, events, and connections based on individual member needs.

Performance Metrics & Success Criteria

This role will be evaluated on the following key performance indicators (KPIs) to ensure high-quality outcomes:

Support Quality & Efficiency:

First Response Time (FRT): Respond to inquiries within 24 hours.
Resolution Time (TTR - Time to Resolution): Resolve issues within an acceptable timeframe.
Member Satisfaction (CSAT): Maintain a 90%+ satisfaction rating in post-interaction surveys.

Member Engagement & Retention:

Quarterly Check-In Completion Rate: Achieve an TBD% connection rate for scheduled outbound calls.
Retention Impact: Track re-engagement of flagged disengaged members.
On the Bench Support: Ensure transitioning members successfully access relevant career resources.

Process Improvement & Feedback Loops:

Identify trends in support requests and proactively suggest improvements.
Enhance the company's Support Hub to increase self-service resolution rates.
Provide structured feedback to the internal team on recurring member pain points.

Tools & Collaboration

To ensure seamless execution, the Member Support & Success Specialist will have access to:

CRM & Ticketing System (for tracking and managing member inquiries).
Slack & Internal Collaboration Channels (for escalations and internal team coordination).
Member Database & Engagement Metrics (to track and analyze member activity).
Standardized Check-In Playbooks & Training (to ensure consistent, high-quality outreach).

Requirements

This role is not just a customer support function—it’s a strategic extension of the Member Experience team. The ideal candidate is:

Member-centric: Passionate about helping professionals succeed and skilled in identifying individual needs.
Proactive & Outcomes-Driven: Doesn’t wait for problems to arise but actively looks for ways to improve member engagement.
Excellent Communicator: Speaks fluent English and can engage members with warmth, clarity, and professionalism across email, chat, and phone calls.
Detail-Oriented & Organized: Able to manage multiple conversations, track engagement trends, and follow structured outreach protocols.
Tech-Savvy: Comfortable navigating CRM systems, ticketing tools, and digital communities.

Why This Role Matters

This position is critical to the company's success in delivering an exceptional member experience.

By combining best-in-class support with proactive success-driven outreach, the Outsourced Member Support & Success Specialist will:

Ensure members receive timely, effective assistance when they need it.
Increase engagement and retention through structured, personalized outreach.
Prevent churn risk by identifying disengaged members before they cancel.
Act as an extension of the Member Experience team, ensuring all interactions reflect the company brand and mission.