Membership & Customer Support | Permanent Work From HomeSchedule: Full-Time | 8:00 AM – 5:00 PM PSTRequirement: Strong Customer Service & Operations ExperienceVT Start Date: ImmediateAbout 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 ServiceOwn the member support inbox across Lovable, Wix, and emailTriage, respond to, resolve, and route member questions and concernsHandle login, access, account, and membership troubleshootingMaintain a first-response target so members are not left waiting more than one business day; weekends may allow up to 48 hoursBuild and maintain a template library for consistent, warm, and on-brand communicationDevelop and maintain FAQs and help documentation to reduce recurring questionsTrack recurring member issues and identify patternsRecognize onboarding, outreach, and potential churn signals and hand them off to the appropriate team member with contextBilling and PaymentsManage day-to-day Stripe activitiesInvestigate failed payments, expired cards, disputes, and payment issuesProcess refund requests with the required approvalSupport payment recovery efforts before memberships lapseHandle membership plan and account-related billing concernsReconcile Stripe information with the member platformMaintain clean and accurate billing recordsHandle sensitive payment and member information with discretionCommunity Support and ModerationModerate the member community and help keep the space safe, organized, and on topicPost announcements and promote upcoming eventsHighlight member wins, stories, and positive contributionsMaintain pinned posts, resources, and community housekeepingPartner with the team to ensure members feel welcomed and supportedEvents and Live SessionsCreate and manage Zoom linksSet up calendar invites and event remindersEnsure events are added to the appropriate internal team calendarsSupport day-of event logistics and setupTrack event attendanceRecord live sessions and ensure replays are uploaded and accessible to membersPost and promote upcoming events within the communityContent OperationsUpload and organize content within the member platformKeep the content library organized, tagged, and easy to navigateMonitor content usage and engagement by topicGather member feedback regarding contentIdentify outdated content, gaps, and opportunities for improvementReport which content and topics members are actually usingFeedback & Bug TrackingTrack and organize member feedback into clear themesRun simple member surveys, including sending, collecting, and summarizing responsesLog platform bugs with clear reproduction steps and severityCoordinate with the appropriate team members or developers when issues need to be fixedFollow up and close the loop with members once reported issues are resolvedSurface recurring concerns and provide recommendations to the teamData, Reporting and DocumentationMaintain an accurate and organized member databaseTrack cancellation and churn trendsPrepare a weekly metrics snapshot covering new members, churn, trial conversion, event attendance, and content usageKeep operational records clean and up to dateDocument recurring processes so important workflows do not depend on one person's knowledgeProvide insights and recommendations based on member activity and feedbackTools and Technical CapabilityExperience 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 issuesLovable – member community and platform operationsZoom – scheduling, links, recordings, and live-session logisticsWix Calendar – calendar and event managementSlack – internal team communicationEmail platforms – member communication and supportSpreadsheets – maintaining member data and preparing weekly reportingGeneral digital tools and platform backendsYou 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 HavesWe’d especially love to hear from you if you have:Experience working for a membership, subscription, or community-based businessExperience with customer success or member supportExperience handling refunds, disputes, or subscription billingLight copywriting or content organization experienceExperience supporting live virtual eventsExperience moderating an online communityExperience working with SaaS platforms or multiple web-based systemsExperience supporting a family-focused organization or audienceA background that gives you a natural understanding of the needs of familiesWillingness to use the product personally to act as a company ambassadorWhat's In It For You?Full-time40-hour work weekImmediate start opportunityOpportunity to build long-term experience in customer support and operationsOpportunity to take ownership of an important function that directly impacts member satisfaction and retentionWork with a mission-driven team focused on supporting familiesOpportunity to contribute ideas and improve processes rather than simply follow scriptsWe’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.About Virtual TeammateVirtual Teammate is transforming the virtual staffing industry with a simpler, more effective approach. Our extensive experience in remote work means we know how to help you create value quickly. Here’s why you should join us:- Lightning Fast Hiring Process: Get started quickly with a simplified recruitment - endorsement process.- Dedicated and Engaged Support: Our hands-on team is committed to giving you personalized assistance and unwavering support from start to finish. - Dynamic Scalability: Opportunities to grow and adapt with us.We do not operate by hierarchy but through teamwork and we support each other to achieve great things together. Join Virtual Teammate and be a part of a team that values your contributions and empowers you to thrive.
7 days ago