Member Support Specialist

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

📋 Description

• Oversee operational and administrative functions such as member onboarding, quarterly orientations, virtual events, and managing the general OWA inbox.

• Deliver technical support during virtual events, introduce speakers, and assist with Q&A sessions.

• Assist with research, platform implementation, petition setup, operations for OWA Grants and Travel Awards, due diligence, bulk requirements, grant portal troubleshooting, and follow-up activities.

• Maintain systems including Salesforce, Strapi, Mailchimp, Vimeo, Slack, and the OWA Member Site.

• Manage user access, records, platform troubleshooting, data quality, and escalate technical support as needed.

• Develop, implement, and enhance the OWA Mentorship Program and Virtual Training Academy.

• Plan projects, oversee deliverables, work collaboratively with subject matter experts and strategists, and create accessible learning resources.

• Document workflows and create, review, and update Standard Operating Procedures.

• Keep resources organized in Google Drive and on the THL Home page.

• Design, administer, and analyze the biannual OWA membership surveys.

• Evaluate data from Slack, newsletters, and the OWA Member Site, then generate reports.

• Coordinate communications with global members.

• Compile and distribute the monthly OWA newsletter.

• Curate member success stories and manage the Year in Review blog.

• Oversee communications for virtual events, mentorship programs, and new initiatives.

• Address member inquiries and troubleshoot issues via the general OWA inbox.

• Proactively enhance OWA programs, processes, platforms, and member resources.

• Report directly to the Senior Associate Director of OWA Projects.

⛳️ Requirements

• Must be authorized to work and reside in one of the listed countries.

• Availability for full-time work.

• Willingness to undertake domestic and international travel, including two or more trips per year.

• Flexibility to work occasional hours outside of 9am–5pm based on time zone requirements.

• Strong organizational and time management capabilities.

• Ability to independently prioritize tasks and meet deadlines.

• Proficient understanding of digital platforms and technical tools, including CRM systems, website content management systems, project management software, marketing platforms, and online community tools.

• Competence in maintaining data quality, troubleshooting technical issues, learning new systems, and enhancing workflows using technology, AI tools, and basic automation.

• Exceptional verbal and written communication skills.

• Capability to create professional external communications, facilitate virtual events, manage correspondence, and develop SOPs and educational materials.

• Strong skills in data collection, analytics tracking, and data output.

• Ability to create accessible digital learning materials and modules.

• Competence in identifying technical or programmatic challenges, evaluating solutions, and implementing improvements.

• Ability to maintain accurate records, adhere to financial procedures, and manage routine administrative financial tasks.

• Proficiency in English for handling applications and supporting documents.

🏝️ Benefits

• Unlimited paid time off.

• The last Friday of every month is designated as THL “Public Holiday” (“Mend Your Heart Friday”).

• Enhanced sick leave policy.

• Generous bereavement leave.

• Generous personal emergency leave.

• Sabbatical leave available.

• Enhanced parental leave.

• Comprehensive health insurance.

• Life insurance coverage.

• Retirement contribution plan.

• Internet allowance.

• Country-specific benefits package.

• Local Employer of Record employment agreement for candidates outside the United States.