Member Services Manager (Virtual, Full Time)

Wealthcounsel • Jersey City, NJ

2d • Remote

About The Position

WealthCounsel brings together the best - the best drafting software and legal tools, the best educators, the best support staff, and the best collegial community - to cultivate the growth and success of its member attorneys and their clients. We recently added another “best” to our toolbelt when we were awarded the 2025 Best Place to Work in the Cloud. The Cloud Awards is one of the longest-running awards platforms of its kind and recognizes the latest achievements and innovations in cloud computing. We’re committed to fostering a positive work environment that is backed up by competitive benefits (see below) and a culture of collaboration. As we continue to expand, we are seeking a motivated and driven Member Services Manager to join our team. Job Summary: Every WealthCounsel employee is focused on improving the experience for our thousands of members. The Member Services Manager is responsible for providing leadership and oversight of the Member Services team. This role executes the strategy for member engagement, retention, and satisfaction as set by the CXO, while ensuring day-to-day excellence across all member services touchpoints. Partnering with the CXO, Member Resources and Data Manager, and cross-functional teams, the Member Services Manager supports initiatives to elevate the membership experience, optimize team performance, and support WealthCounsel's objectives. This leader is responsible for building a high-performing, values-driven team culture while attaining concrete results in member satisfaction.

Requirements

• Bachelor's degree or 5+ years of progressive experience in customer success, member services, or client experience, with 2 years in a management-level role preferred.
• Demonstrated success leading high-performing, member- or customer-facing teams.
• Outstanding interpersonal and communication skills.
• Friendly, professional demeanor
• Ability to influence and collaborate effectively across functions and at all levels of the organization.
• Deep understanding and familiarity with WealthCounsel solutions, tools, and member resources preferred.
• Proficiency in Microsoft Office and Google Suite.
• Working knowledge of Salesforce, Domo, and DocuSign required.

Nice To Haves

• 2 years in a management-level role preferred.

Responsibilities

• Partners with CXO on the implementation of the overall WealthCounsel Member Services strategy.
• Ensure quality assurance needs are met, and member calls, cases, and chats are answered and resolved in a timely, efficient, and knowledgeable manner.
• Act as an escalation point for difficult calls, intricate cases, and complex membership cancellation requests.
• Accountable for identifying and suggesting methods to improve the team’s efficiency and quality of service to both internal team and external members.
• Collaborates with the Director of Membership Operations and CXO to consistently assess and refine policies and procedures, ensuring the team is well-trained on all enhancements.
• Provides regular statistical performance feedback, training, and coaching to each team member, motivating them to perform at their highest level.
• Shows confidence, patience, and diplomacy when working through difficult member or staff situations.
• Proactively addresses workflow obstacles and partners across departments to secure prompt resolutions for the team.
• Responsible for hiring, developing, and managing team members in accordance with company policy.
• Provides direction, coaching, and mentorship to direct reports to support their professional growth.
• Responsible for the development, analysis, and implementation of staffing, training, scheduling, and reward & recognition programs.
• Drives a culture of high performance, trust, collaboration, and continuous learning within the department.
• Writes and administers performance reviews for skill improvement.
• Is available for employees who experience work and/or personal problems, providing appropriate coaching, counseling, direction, and resolution.
• Addresses disciplinary and/or performance issues in accordance with company and department policies.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

Benefits

• medical/dental/vision plan
• matching 401(k)
• A generous paid time off package that includes: Paid Time Off (PTO), Holidays (including 2 Floating Holidays), Volunteer Time, Blood Donor Leave, Short Term Disability, Paid Parental Leave and more!
• Matching donations for approved charitable organizations
• Home internet and gym membership reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level