Member Operations Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage member concerns from start to finish through app messaging, phone, SMS, and email.

• Facilitate collaboration across teams, communicate proactively, eliminate obstacles, and ensure members feel valued.

• Recognize recurring member challenges and enhance workflows to prevent future occurrences.

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

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

• Take ownership of a specific area, such as onboarding, messaging, knowledge management, phone operations, AI tools, NPS, reporting, or documentation.

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

• Provide outstanding member experiences.

• Cultivate expertise in an operational ownership domain and drive quantifiable enhancements.

• Develop AI-driven workflows and automations.

• Produce documentation, SOPs, and knowledge resources.

• Act as a reliable cross-functional collaborator and follow through on operational enhancements.

⛳️ Requirements

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

• Excellent written and verbal communication abilities.

• Strong organizational skills with the capacity to manage multiple priorities at once.

• High level of initiative and a tendency towards ownership.

• A strong desire to continuously enhance work processes.

• Comfort in learning and utilizing AI tools such as ChatGPT, Claude, or comparable technologies.

• Solid critical thinking and problem-solving capabilities.

• Ability to work collaboratively across various teams.

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

• Experience in a fast-paced startup environment is advantageous.

• Must indicate whether visa sponsorship is necessary for continued employment in the United States.

🏝️ Benefits

• Equity.

• Equal opportunity employer.

• Women and under-represented minorities are encouraged to apply.