Client Support Specialist

The National Security Technology Accelerator (NSTXL) harvests innovative technology from the commercial and non-defense marketplace, transforming government innovation while decreasing costs, compressing timelines, and improving outcomes. We offer a unique and simplified approach to rapidly developing, demonstrating, and assessing prototypes that address various operational and installation needs, from individual Warfighter technology to large-scale installation projects. NSTXL supports technology delivery to the Department of Defense by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions. NSTXL is creating an ecosystem of innovators to collaborate and bring next-generation technologies to the end-user. Our OTAs have over 900 members from corporate, non-profit, educational, and financial institutions. For these members, NSTXL offers opportunities to bid on government contracts, education and training, and live/virtual forums on various topics. Job Description The Member Support Admin is the operational backbone and frontline face of NSTXL’s 900+ member innovator ecosystem. This role sits at the intersection of technical customer success, data operations, and marketing support. You will manage the end-to-end of member support, from initial application vetting and technical platform troubleshooting to managing the inbound email queue and supporting engagement communications. The ideal candidate blends an empathetic, "customer-first" communication style with sharp technical aptitude, ensuring our members can seamlessly navigate our systems and access documents. Essential Duties and Responsibilities Member Correspondence & "Tier 1" Tech Support Frontline Support: Manage the primary membership inbox; triage, troubleshoot, and resolve member issues regarding platform navigation, account access, and operational questions. Ticketing & Triage: Track inquiry metrics (response times, resolutions) within the CRM and cleanly elevate complex technical, financial, or contract issues to internal teams. Knowledge Management: Identify recurring member friction points and proactively update member-facing FAQs and internal resource guides. Application Lifecycle & Data Hygiene Onboarding & Renewals: Own the administrative intake, vetting, and data entry for new member applications and account setups. CRM Administration: Maintain pristine member records in Salesforce/HubSpot, executing routine data to ensure organization and contact information is accurate. Reporting & Analytics: Handle basic list management, audience segmentation, and pull routine reports to give internal teams visibility into member engagement. Marketing Operations & Event Support Campaign Execution: Build and validate audience lists for member announcements, newsletter distributions, and targeted marketing email campaigns. Quality Assurance: Proof outbound communications prior to distribution to ensure flawless formatting and compliance with brand standards. Virtual Events: Assist with the logistical coordination, list prep, and production support for live and virtual member webinars and forums. Qualifications Experience: Bachelor’s/Associate's degree OR equivalent professional experience, plus 1+ years in an administrative, help desk, customer success, or membership operations role. Technical Aptitude: Demonstrated ability to learn new software quickly and guide non-technical users through system navigation and troubleshooting. Communication Skills: Exceptional written and verbal communication; comfortable translating complex processes into simple, friendly instructions. Execution & Detail: High attention to detail regarding data entry and recordkeeping, with the ability to manage competing, deadline-driven priorities. Remote Capability: Self-motivated and disciplined to work effectively in a fully remote environment. Preferred Skills/Experience Hands-on experience with CRMs (Salesforce or HubSpot). Familiarity with marketing automation or support ticketing tools (Zendesk, Mailchimp, WordPress, Marketo, etc.). Experience supporting webinar production or virtual event execution. Background or interest in government contracting, defense tech, or member-based ecosystems. Location Remote Travel Travel for this position is estimated up to 10% Equal Opportunity Employer NSTXL is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information. What We Offer We strive to be one of the best places to work in America. We offer competitive salaries and benefits that include: Health Insurance: Medical and dental – company pays 92% of premiums Vision Insurance: Fully covered Retirement Plans: 401(k) with employer match up to 4% Paid Time Off: Paid sick and safe leave, 10 federal holidays, floating holiday + your birthday, and generous vacation Other: Basic Life & AD&D policy company paid Voluntary Life Wellness reimbursement plan & mental health support Community sponsorships Donation matching Professional development allowance If you need any form of accommodation for the interview process, please let us know at the time we contact you. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. Currently we are only open to remote employees residing in the following states: AL, FL, IN, MO, NC, NM, OH, PA, SC, TN, TX, VA, WY #J-18808-Ljbffr NSTXL Success