Member Success Associate

Job Description

Job Description

About Kiln:

Kiln is a flex ­office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places and spaces. 

Kiln opened its first 2 locations in 2018 in Salt Lake City and Lehi, Utah and is rapidly expanding throughout the western United States. Kiln is pioneering the future of hybrid work within the niche of ‘flex­ office’ in the broader commercial real estate sector.

Our Core Values:

Human at the core
Achieve & Celebrate Together
Thoughtful and with Purpose
Always Evolving
Nothing short of Extraordinary
Scrappy & Ingenious

Our Mission:

Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways.
Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine.

About You:

A Warm Host: You naturally make others feel welcome, ensuring every member interaction is friendly, supportive, and leaves a positive impression.

Detail-Oriented & Proactive: You notice what needs to be done before being asked and take pride in keeping things running smoothly. Organization is your superpower.

A Team Player: You thrive in collaborative environments, helping your team and members succeed through excellent communication and a helpful attitude.

Eager to Learn: You are adaptable and excited to grow with a dynamic team in a fast-paced, innovative environment.

About the Role:
As a Member Success Associate, you'll partner closely with the Community Director to support sales, membership growth, and the overall success of your Kiln location. You'll serve as a primary point of contact for prospective and current members, guiding them through the sales, onboarding, and membership experience while helping cultivate a thriving, connected community. This role blends hospitality, relationship building, sales support, and operations to deliver an exceptional experience from a member's first tour through their ongoing journey at Kiln.

Goals and Objectives:

• Embody Kiln's mission and core values through exceptional service and relationship building.
• Build and maintain a welcoming, collaborative community that encourages meaningful member connections.
• Support membership growth by creating an outstanding sales and onboarding experience.
• Ensure the space operates efficiently while promoting Kiln's services, events, and community initiatives.

As a Member Success Associate, You Will:

Drive Membership Growth & Sales:

• Serve as the primary point of contact for membership inquiries, conduct tours, and communicate Kiln's value proposition.
• Generate proposals, membership agreements, invoices, and other sales-related documentation.
• Support the Community Director in driving occupancy and membership growth while maintaining profitability.
• Build and maintain a healthy sales pipeline through outreach, follow-up, networking, events, and relationship building.
• Partner with the Business Development team to manage inbound leads, scheduled tours, and sales opportunities.
• Support member renewals, quarterly check-ins, and opportunities to grow existing member accounts.

Deliver an Exceptional Member Experience:

• Serve as the first and last point of contact for members and guests each day.
• Coordinate onboarding and orientation for new members, including welcome packets and site introductions.
• Respond to member inquiries with professionalism, warmth, and urgency.
• Troubleshoot member concerns and escalate issues to the Community Director when appropriate.
• Maintain accurate CRM records, schedule tours, and support member communications.

Foster Community & Engagement:

• Help create meaningful connections between members through introductions, networking opportunities, and community initiatives.
• Assist with planning, promoting, and executing member events.
• Prepare monthly member newsletters and support email, print, and social media communications.
• Stay active within Kiln's member network to encourage engagement and strengthen community relationships.

Support Site Operations:

• Assist the Community Director and Community Team with daily operational needs to ensure the location runs smoothly.
• Help prepare promotional materials and support event setup and breakdown.
• Collaborate across teams to provide a seamless member experience and maintain high operational standards.

As a Member Success Associate, You'll Need:

• 0–2 years of experience in customer service, hospitality, sales, administrative support, or another community-facing role.
• A four-year college degree is preferred but not required.
• Experience in customer service, sales, event coordination, or relationship management is a plus.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and multitasking abilities.
• A relationship-first mindset with a passion for creating exceptional member experiences.
• Proficiency with Google Workspace, Microsoft Office, Slack, Asana, and the ability to quickly learn new software platforms.
• Integrity, dependability, accountability, self-awareness, strong work ethic, and empathy.
• Passion for entrepreneurial communities and a genuine enthusiasm for Kiln's mission and values.

Personal Qualities:

• People-first mindset
• High integrity and accountability
• Empathetic, dependable, and self-aware
• Entrepreneurial spirit
• Passion for building community
• Genuine alignment with Kiln’s mission and values

At Kiln, you’re not just running a workspace—you’re building something meaningful. If you love bringing people together, leading with purpose, and creating unforgettable experiences—we’d love to meet you.