Member Care Specialist

New Law Business Model•Boulder, CO

1d•$25 - $31•Remote

About The Position

This Member Care Specialist role is for a high-touch, relationship-oriented operator who can balance fierce empathy with extreme operational rigor. You'll love this role if you're energized by building genuine relationships, keeping things organized and moving, and being the steady, reliable presence that guides estate planning attorneys through their membership journey from day one. You are equal parts member advocate, systems navigator, and clear communicator who takes pride in follow-through, consistency, and making sure no one falls through the cracks. You should not apply if you struggle with high-volume CRM management, prefer to work in isolation, or dislike working cross-functionally across technical, product, and coaching teams.

Requirements

Proven track record in high-touch account management, member success, or client support, ideally within a membership, coaching, or SaaS environment.
Empathy and genuine care in every interaction.
Technically fluent, comfortably navigating HubSpot CRM, project management software (Asana), and digital product ecosystems, picking up new tools quickly as our systems evolve.
Proactive problem solver who spots disengagement risks early and coordinates across internal teams to drive resolution.
Meticulous detail orientation and process discipline, keeping notes, tickets, and pipeline statuses accurate in real time.
Follow established processes with consistency and care, and willingness to flag gaps or ask for direction when needed.
Exceptional written and verbal communication skills, capable of translating complex technical or administrative steps into simple, actionable member guidance.
Provide own computer and internet connection, meeting minimum requirements (including at least 16GB RAM).

Responsibilities

Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets. Escalating to Coaching, Solutions Engineers, Product, or Web Developers when specialized follow-up is needed.
Maintain an active account roster, proactively monitoring engagement, check-ins, and survey signals to identify at-risk members early and ensure lawyers are adopting our systems, executing retention interventions and coordinating tier upgrades, downgrades, cancellations, and reactivations as needed.
Troubleshoot access, setup, and implementation issues for members, coordinating with Operations, LBSCs, and Onboarding Specialists to keep the experience cohesive.
Manage ticket pipelines for assigned accounts, ensuring accurate tagging, prioritization, and timely resolution within defined SLAs.
Serve as a key point of contact for Core Membership members, supporting day-to-day needs and troubleshooting access and setup issues directly or in collaboration with Operations.
Field and triage member support tickets to the appropriate teams (Coaching, Solutions Engineers, Product, or Web Developers), maintaining ticket hygiene and fast resolution times.
Coordinate closely with Coaches and Onboarding Specialists to ensure a cohesive and aligned member experience across touchpoints.
Facilitate administrative and resource support for Group Coaching calls, ensuring a seamless feedback loop between members, product managers, and coaches.
Identify at-risk members early through data and direct interactions, executing structured retention interventions or escalating concerns to Member Care leadership.
Coordinate cross-brand transitions, including membership tier upgrades, downgrades, cancellations, and reactivations with care, clarity, and precision.
Surface operational trends, member friction points, and product suggestions to internal teams to drive continuous improvement in our overall learning experience.