Membership Specialist

Bluetooth SIG, Inc.•Kirkland, WA

4d•$69,000 - $77,000•Hybrid

About The Position

Bluetooth Special Interest Group (SIG), the global organization that manages one of the most recognizable international wireless brands, is looking for a Membership Specialist to manage and support the global Bluetooth SIG membership base. As the Membership Specialist, you will support Bluetooth SIG members from all regions of the world. You will perform membership operations such as supporting renewals, member onboarding, account updates, processing tier 1 support requests, and triaging tier 2 support. You will be a subject matter expert in our membership policies and processes and help our members adhere to the membership policies and procedures, while identifying and advocating for improvements in member experience with internal teams. In this member-facing role, you must be highly professional, courteous, and very detailed-oriented. Together with the other individuals within Bluetooth SIG, Inc., you will also contribute work toward global membership projects, cross-team initiatives and regional campaigns to help reach the goals of the Bluetooth SIG.

Requirements

Strong verbal and written communication skills, both internal and external
Hands-on experience with AI writing or productivity tools, with the judgment to verify data appropriately
Excellent attention to detail and focus on work accuracy
Demonstrated cross-functional collaboration skills
Demonstrated ability to manage sensitive member interactions with professionalism and sound judgment
Experience with customer support and CRM tools
Excellent problem-solving with capacity to bring problem to resolution
Experience working within a multi-national company
Excellent time management and task prioritization skills
Strong ability to step back and see the bigger picture
Exercise good judgment and decision making skills, particularly in narrow time-frames
At least 3 years’ experience working with customers/members
Highly proficient in Excel working with formulas/pivot tables
Accountable team player with demonstrated propensity for self-starting

Nice To Haves

Experience with customer support and knowledge base articles in Zendesk or Hubspot
Experience using AI tools in a professional setting
Experience with reporting and CRM account management in Hubspot

Responsibilities

Provide support for member questions and issues via support tools, email, phone, and in-person
Develop and maintain an in-depth understanding of organizational services, processes, and policies to support more complex problem resolution
Create and maintain process and policy documents
Support the membership renewal process and initiatives for driving retention
Drive continuous improvement of the program and support content by identifying trends, recommending enhancements, and sharing insights with the broader team
Create weekly, monthly, and ad-hoc reporting for management and project teams
Use AI-assisted tools to summarize member feedback and support trends for team review
Use approved AI tools to draft first-pass responses, summarize documents or tickets, and speed up content creation
Follow company guidelines on responsible and accurate use of AI tools in member communications
Operate collaboratively to support projects and service initiatives, including establishing Membership requirements for project and tools implementation

Benefits

Fully paid medical, dental, and vision insurance for employees and eligible dependents
Qualified high deductible health plan/Health Savings Account/FSA
Employee assistance program
Prescription drug benefits
AFLAC
Long-term care reimbursement
WPFLM reimbursement
Employer-paid short-term and long-term disability
Employer-paid life and AD&D
401(k) plan with company matching and no vesting period
Net-employer 401(k) contribution
Bi-annual bonus program
Minimum 15 vacation days per year
12 company holidays
Personal volunteer time
20 days of maternity/paternity leave
7 sick days per year