Member Support/Customer Service

Membership & Customer Support | Permanent Work From Home

Schedule: Full-Time | 8:00 AM 5:00 PM PST

Requirement: Strong Customer Service & Operations Experience

VT Start Date: Immediate

About the Role:

We're looking for a reliable, warm, organized, and proactive Member Support & Operations Specialist to become the operational backbone of the member experience.

You'll be the first point of contact for members who need help and the person who keeps the day-to-day operations running smoothly from the support inbox and billing to the community, events, content library, and member feedback.

Your job is to make membership feel effortless so members can stay focused on their families.

This is a support and operations role, not a sales role. You'll own member concerns from start to finish, identify important moments such as onboarding, outreach, or potential churn signals, and hand those situations to the appropriate team member with the right context.

As a Member Support & Operation Specialist, You Will Be Responsible For:

Member Support and Customer Service

• Own the member support inbox across Lovable, Wix, and email
• Triage, respond to, resolve, and route member questions and concerns
• Handle login, access, account, and membership troubleshooting
• Maintain a first-response target so members are not left waiting more than one business day; weekends may allow up to 48 hours
• Build and maintain a template library for consistent, warm, and on-brand communication
• Develop and maintain FAQs and help documentation to reduce recurring questions
• Track recurring member issues and identify patterns
• Recognize onboarding, outreach, and potential churn signals and hand them off to the appropriate team member with context

Billing and Payments

• Manage day-to-day Stripe activities
• Investigate failed payments, expired cards, disputes, and payment issues
• Process refund requests with the required approval
• Support payment recovery efforts before memberships lapse
• Handle membership plan and account-related billing concerns
• Reconcile Stripe information with the member platform
• Maintain clean and accurate billing records
• Handle sensitive payment and member information with discretion

Community Support and Moderation

• Moderate the member community and help keep the space safe, organized, and on topic
• Post announcements and promote upcoming events
• Highlight member wins, stories, and positive contributions
• Maintain pinned posts, resources, and community housekeeping
• Partner with the team to ensure members feel welcomed and supported

Events and Live Sessions

• Create and manage Zoom links
• Set up calendar invites and event reminders
• Ensure events are added to the appropriate internal team calendars
• Support day-of event logistics and setup
• Track event attendance
• Record live sessions and ensure replays are uploaded and accessible to members
• Post and promote upcoming events within the community

Content Operations

• Upload and organize content within the member platform
• Keep the content library organized, tagged, and easy to navigate
• Monitor content usage and engagement by topic
• Gather member feedback regarding content
• Identify outdated content, gaps, and opportunities for improvement
• Report which content and topics members are actually using

Feedback & Bug Tracking

• Track and organize member feedback into clear themes
• Run simple member surveys, including sending, collecting, and summarizing responses
• Log platform bugs with clear reproduction steps and severity
• Coordinate with the appropriate team members or developers when issues need to be fixed
• Follow up and close the loop with members once reported issues are resolved
• Surface recurring concerns and provide recommendations to the team

Data, Reporting and Documentation

• Maintain an accurate and organized member database
• Track cancellation and churn trends
• Prepare a weekly metrics snapshot covering new members, churn, trial conversion, event attendance, and content usage
• Keep operational records clean and up to date
• Document recurring processes so important workflows do not depend on one person's knowledge
• Provide insights and recommendations based on member activity and feedback

Tools and Technical Capability

Experience with the following tools is not required, as training will be provided. However, candidates should demonstrate strong digital fluency and the ability to learn new platforms quickly.

• Stripe subscriptions, failed payments, refunds, and payment issues
• Lovable member community and platform operations
• Zoom scheduling, links, recordings, and live-session logistics
• Wix Calendar calendar and event management
• Slack internal team communication
• Email platforms member communication and support
• Spreadsheets maintaining member data and preparing weekly reporting
• General digital tools and platform backends

You should be the type of person who can explore a new tool, figure out how it works, and become comfortable using it without needing step-by-step training for every task.

Nice To Haves

• Experience working for a membership, subscription, or community-based business
• Experience with customer success or member support
• Experience handling refunds, disputes, or subscription billing
• Light copywriting or content organization experience
• Experience supporting live virtual events
• Experience moderating an online community
• Experience working with SaaS platforms or multiple web-based systems
• Experience supporting a family-focused organization or audience
• A background that gives you a natural understanding of the needs of families

What's In It For You?

• Full-time
• 40-hour work week
• Immediate start opportunity
• Opportunity to build long-term experience in customer support and operations
• Opportunity to take ownership of an important function that directly impacts member satisfaction and retention
• Work with a mission-driven team focused on supporting families
• Opportunity to contribute ideas and improve processes rather than simply follow scripts

We're looking for someone who genuinely enjoys helping people, takes ownership of problems, and can keep multiple moving parts organized without constant supervision.

If you're a proactive customer service professional who is comfortable with complex concerns, technology, billing, and day-to-day operations and you're the type of person who sees something that needs to be done and jumps in to help we'd love to hear from you.

Please note: This job post does not guarantee immediate client onboarding. Once you successfully complete the full recruitment process, your profile will be added to our talent pool for future client placements that match your qualifications and experience.