Member Support Admin
About The Position
The Member Support Admin is the operational backbone and frontline face of NSTXL’s 900+ member innovator ecosystem. This role sits at the intersection of technical customer success, data operations, and marketing support. You will manage the end-to-end of member support, from initial application vetting and technical platform troubleshooting to managing the inbound email queue and supporting engagement communications. The ideal candidate blends an empathetic, "customer-first" communication style with sharp technical aptitude, ensuring our members can seamlessly navigate our systems and access documents.
Requirements
- Bachelor’s/Associate's degree OR equivalent professional experience, plus 1+ years in an administrative, help desk, customer success, or membership operations role.
- Demonstrated ability to learn new software quickly and guide non-technical users through system navigation and troubleshooting.
- Exceptional written and verbal communication; comfortable translating complex processes into simple, friendly instructions.
- High attention to detail regarding data entry and recordkeeping, with the ability to manage competing, deadline-driven priorities.
- Self-motivated and disciplined to work effectively in a fully remote environment.
Nice To Haves
- Hands-on experience with CRMs (Salesforce or HubSpot).
- Familiarity with marketing automation or support ticketing tools (Zendesk, Mailchimp, WordPress, Marketo, etc.).
- Experience supporting webinar production or virtual event execution.
- Background or interest in government contracting, defense tech, or member-based ecosystems.
Responsibilities
- Manage the primary membership inbox; triage, troubleshoot, and resolve member issues regarding platform navigation, account access, and operational questions.
- Track inquiry metrics (response times, resolutions) within the CRM and cleanly escalate complex technical, financial, or contract issues to internal teams.
- Identify recurring member friction points and proactively update member-facing FAQs and internal resource guides.
- Own the administrative intake, vetting, and data entry for new member applications and account setups.
- Maintain pristine member records in Salesforce/HubSpot, executing routine data to ensure organization and contact information is accurate.
- Handle basic list management, audience segmentation, and pull routine reports to give internal teams visibility into member engagement.
- Build and validate audience lists for member announcements, newsletter distributions, and targeted marketing email campaigns.
- Proof outbound communications prior to distribution to ensure flawless formatting and compliance with brand standards.
- Assist with the logistical coordination, list prep, and production support for live and virtual member webinars and forums.
Benefits
- Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage
- Vision Insurance: Fully covered
- Retirement Plans: 401(k) with employer match up to 4%
- Paid Time Off: Paid sick and safe leave, 10 federal holidays, floating holiday + your birthday, and generous vacation
- Basic Life & AD&D policy company paid
- Voluntary Life
- Flexible & remote work structure
- Wellness reimbursement plan & mental health support
- Community sponsorships
- Donation matching
- Professional development allowance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
