Membership Services Manager

Mercury Radio Arts • FL, FL

5d • $70,000 - $80,000

About The Position

Mercury Radio Arts is hiring a Membership Services Manager to own the day-to-day relationship with Torch subscribers. The role combines responsive customer service with proactive subscriber engagement and live-chat moderation during Glenn Beck’s live streams and other Torch programming. The manager will also coordinate with accounting and technology teams to resolve subscriber issues and improve processes. The ideal candidate is patient, tech-savvy, comfortable in a live, on-air environment, and experienced with subscriber-based companies or platforms.

Applicants must provide a brief cover letter demonstrating familiarity with Glenn Beck and his brand and explaining why they are a good fit for the role. Applications without a cover letter will not be considered.

Requirements

• At least 5 years of experience in customer service, subscriber or member relations, or community management; experience with a subscription-based media or content platform is preferred.
• Tech-savvy and comfortable navigating and troubleshooting software platforms, apps, and basic account or billing systems.
• Patient, personable, and professional, with strong verbal and written communication skills.
• Strong problem-solving skills and the ability to coordinate effectively across departments, including accounting and technology, to resolve subscriber issues.
• Highly organized and detail-oriented, with the ability to manage multiple subscriber inquiries and follow-ups at once.
• Genuine interest in and alignment with Torch’s mission and Mercury Radio Arts’ values.
• Provide a brief cover letter demonstrating familiarity with Glenn Beck and his brand and explaining suitability for the role.

Nice To Haves

• Experience moderating or engaging in live chat or community platforms during live broadcasts or events.
• Experience working with a subscription-based media or content platform.

Responsibilities

• Serve as the primary point of contact and relationship owner for Torch subscribers via phone, email, and chat, providing responsive, professional, solutions-oriented support.
• Troubleshoot and resolve subscriber account issues involving login, access, and subscription management, escalating issues as needed.
• Liaise between subscribers and the accounting team regarding billing inquiries, payment issues, refunds, and subscription changes.
• Partner with the technology team to identify, document, and escalate technical issues affecting subscribers, and follow up to confirm timely resolution.
• Develop and execute subscriber engagement initiatives, including welcome touchpoints, retention outreach, and feedback surveys, to strengthen loyalty and reduce churn.
• Accurately track subscriber interactions, issues, and resolutions in the customer service platform or CRM; identify recurring trends and share findings with accounting, technology, and leadership to support process improvements.
• Maintain working knowledge of the Torch platform, product features, programming schedule, and subscription policies to provide accurate, timely support and engagement.
• Monitor and actively engage in live chat rooms during Glenn Beck’s live streams and other Torch programming, answering subscriber questions, surfacing issues in real time, and helping keep conversations on track.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed