Member Operations Associate

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Take ownership of member concerns from initiation to resolution through app messaging, phone, SMS, and email channels.

• Collaborate across various teams, communicate proactively, eliminate obstacles, and ensure members feel valued and cared for.

• Recognize recurring member issues and create preventive measures to address them.

• Utilize AI tools such as Claude and ChatGPT to reduce repetitive tasks, enhance documentation, and automate workflows.

• Collaborate with Sales, Walkthrough Specialists, Field Operations, Billing, Product, Marketing, Recruiting, and other teams to enhance the member experience.

• Oversee a specific functional area, which may include onboarding, messaging, knowledge management, phone operations, AI tools, NPS, reporting, or documentation.

• Actively seek out opportunities, suggest solutions, implement improvements, gauge impact, and share insights.

• Provide outstanding member experiences.

• Develop documentation, standard operating procedures (SOPs), and knowledge resources.

• Create AI-driven workflows and automation processes.

• Establish yourself as a reliable cross-functional collaborator and drive measurable enhancements in operations.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, customer success, operations, hospitality, or a similar customer-facing role.

• Exceptional written and verbal communication abilities.

• Strong organizational skills with the capability to handle multiple priorities concurrently.

• High level of agency and a strong inclination towards ownership.

• A curiosity and a commitment to continuously enhance work processes.

• Comfortable learning and utilizing AI tools like ChatGPT, Claude, or comparable technologies.

• Excellent critical thinking and problem-solving capabilities.

• Proven ability to collaborate effectively across diverse teams.

• Interest in process optimization, operational excellence, and developing scalable systems.

• Experience in a fast-paced startup setting is an advantage.

• Must indicate if visa sponsorship is required to continue employment in the United States.

🏝️ Benefits

• Equity.

• Equal opportunity employer.

• Structured program featuring a standardized, non-negotiable compensation package.