Senior Member Care Specialist

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

📋 Description

• Take charge of the complete lifecycle of designated member accounts from onboarding to retention.

• Act as the primary point of contact for daily support requests and address inquiries within established SLA targets.

• Elevate specialized issues to Coaching, Solutions Engineers, Product teams, or Web Developers.

• Track engagement, check-ins, and survey feedback to pinpoint at-risk members.

• Implement retention strategies and manage tier upgrades, downgrades, cancellations, and reactivations.

• Resolve access, setup, and implementation challenges.

• Provide support for Group Coaching calls and highlight member trends.

• Oversee Accelerator onboarding, which includes kickoff calls, resource orientation, and success planning.

• Assess Accelerator cohort health and report any disengagement or underperformance.

• Coordinate on website and CRM technical requests, including customizations and DNS connection inquiries.

• Supervise failed or overdue payments and initiate supportive outreach following A/R procedures.

• Record billing communications in HubSpot.

• Work alongside the A/R Manager to address overdue accounts within SLA timelines.

• Contribute to enhancements in the A/R pipeline and recovery processes.

• Partner with the Member Care Manager and cross-functional teams to enhance systems and the member experience.

⛳️ Requirements

• Demonstrated success in high-touch account management, member success, or client support.

• Preferably experienced in a membership, coaching, or SaaS context.

• Skilled in managing complex and emotionally sensitive member situations with professionalism and empathy.

• Strong understanding of financial concepts.

• Comfortable engaging in discussions regarding billing, revenue recovery, and accounts receivable.

• Technically proficient with HubSpot CRM, Asana, and digital product ecosystems.

• Quick learner of new tools and platform updates.

• Proactive in problem-solving and cross-functional collaboration.

• Exceptional attention to detail and process adherence.

• Outstanding written and verbal communication abilities.

• Available to work dedicated 8-hour daily shifts during business hours.

• Must have legal authorization to work in the U.S. without requiring current or future sponsorship.

• Must reside physically in the United States.

• Capable of providing a personal computer and internet connection that meet minimum requirements, including at least 16GB RAM.

🏝️ Benefits

• 100% Remote Work at a Profitable, Growing Company.

• Comprehensive Benefits Package (Health, Dental, Vision).

• 401K Retirement Program.

• Flexible Paid Time Off.

• Opportunities for Career Growth and Leadership Development.

• Pre-approved overtime compensated at 1.5x regular pay.

• Bring Your Own Device (BYOD) model.

• Reimbursement for reasonable and necessary business expenses as mandated by law.