Member Success Specialist

Ridwell•Washington, DC

2d•Remote

About The Position

The Member Success team is hiring a full time Member Success Specialist to join a team of enthusiastic and supportive team of passionate member advocates. The ideal candidate has a passion for hospitality and an empathetic approach to serving current and potential Ridwell members. To help our members reduce waste, we curate an extensive informational site as well as many ways to contact us. We have a positive and aspirational brand that should radiate through the member experience. Schedule: Sunday-Thursday, 9:00am-5:30pm PST Location: WA, OR, CA, MN, CO, TX or MA

Requirements

Willingness to tackle any problem.
Experience in a customer-facing, “front-of-the-house” role (experience in Front, Zendesk, Intercom or other CX software is a plus!)
Upbeat and positive attitude: 'Yes, and' rather than 'No, but.'
Quick to learn and curious.
Comfort with new systems and software.

Nice To Haves

Timely, upbeat and empathetic responses to member questions, problems, and concerns.
Work closely with the Member Success Supervisor to create efficiency throughout the member success workflow.
Work closely with our Driver Success Specialists to respond to members' real-time needs and resolve issues promptly.
Work collaboratively with members to overcome issues and achieve our mutual goals.
Ability and willingness to work in a fast-paced, ever-changing environment.
Passion and alignment with the Ridwell mission.
Availability on weekends is a must.

Responsibilities

Most of the day will be spent in our support inbox helping our amazing members in real time with all issues and requests.
As a young company, we still have some manual processes we are working to improve - this role will support those and is encouraged to flag opportunities to automate with their direct leadership.
Working closely with the rest of the Ridwell team on all issues that arise and require cross-team collaboration.
Identifying and reporting recurring issues for further evaluation (website or app glitches, repeat customer concerns, etc).