Member Support/Customer Service

Virtual Teammate•Glendale, AZ

9d•Remote

About The Position

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.

Requirements

Strong Customer Service & Operations Experience
Experience 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 issues
Lovable – member community and platform operations
Zoom – scheduling, links, recordings, and live-session logistics
Wix Calendar – calendar and event management
Slack – internal team communication
Email platforms – member communication and support
Spreadsheets – maintaining member data and preparing weekly reporting
General digital tools and platform backends
You 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 Haves

Experience working for a membership, subscription, or community-based business
Experience with customer success or member support
Experience handling refunds, disputes, or subscription billing
Light copywriting or content organization experience
Experience supporting live virtual events
Experience moderating an online community
Experience working with SaaS platforms or multiple web-based systems
Experience supporting a family-focused organization or audience
A background that gives you a natural understanding of the needs of families

Responsibilities

Own the member support inbox across Lovable, Wix, and email
Triage, respond to, resolve, and route member questions and concerns
Handle login, access, account, and membership troubleshooting
Maintain a first-response target so members are not left waiting more than one business day; weekends may allow up to 48 hours
Build and maintain a template library for consistent, warm, and on-brand communication
Develop and maintain FAQs and help documentation to reduce recurring questions
Track recurring member issues and identify patterns
Recognize onboarding, outreach, and potential churn signals and hand them off to the appropriate team member with context
Manage day-to-day Stripe activities
Investigate failed payments, expired cards, disputes, and payment issues
Process refund requests with the required approval
Support payment recovery efforts before memberships lapse
Handle membership plan and account-related billing concerns
Reconcile Stripe information with the member platform
Maintain clean and accurate billing records
Handle sensitive payment and member information with discretion
Moderate the member community and help keep the space safe, organized, and on topic
Post announcements and promote upcoming events
Highlight member wins, stories, and positive contributions
Maintain pinned posts, resources, and community housekeeping
Partner with the team to ensure members feel welcomed and supported
Create and manage Zoom links
Set up calendar invites and event reminders
Ensure events are added to the appropriate internal team calendars
Support day-of event logistics and setup
Track event attendance
Record live sessions and ensure replays are uploaded and accessible to members
Post and promote upcoming events within the community
Upload and organize content within the member platform
Keep the content library organized, tagged, and easy to navigate
Monitor content usage and engagement by topic
Gather member feedback regarding content
Identify outdated content, gaps, and opportunities for improvement
Report which content and topics members are actually using
Track and organize member feedback into clear themes
Run simple member surveys, including sending, collecting, and summarizing responses
Log platform bugs with clear reproduction steps and severity
Coordinate with the appropriate team members or developers when issues need to be fixed
Follow up and close the loop with members once reported issues are resolved
Surface recurring concerns and provide recommendations to the team
Maintain an accurate and organized member database
Track cancellation and churn trends
Prepare a weekly metrics snapshot covering new members, churn, trial conversion, event attendance, and content usage
Keep operational records clean and up to date
Document recurring processes so important workflows do not depend on one person's knowledge
Provide insights and recommendations based on member activity and feedback

Benefits

Full-time 40-hour work week
Immediate start opportunity
Opportunity to build long-term experience in customer support and operations
Opportunity to take ownership of an important function that directly impacts member satisfaction and retention
Work with a mission-driven team focused on supporting families
Opportunity to contribute ideas and improve processes rather than simply follow scripts

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