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Member Success Specialist - REMOTE

Community.co is looking for a full-time Member Success Representative to join our team. The right person for the job will ensure our members have the tools, information, and training they need to achieve their desired outcomes. You’re a great fit for this role if you can deliver an exceptional service experience and resolve inquiries and complaints in a friendly, courteous, and efficient manner. You have strong customer service skills and enjoy working with people.

As a top-notch member success specialist, you proactively identify methods for improving results for customers and opportunities to increase revenue and retention.

The responsibilities of our Member Success Representatives include communicating directly with members by phone and email, leading 1:1 and group training sessions, assisting our product and service-delivery teams with challenging customer situations, advocating for members, and representing our communities in a positive, professional manner.

 

Who we are

Community.co has pioneered the business of community for over a decade. We build, acquire and manage professional communities of all shapes and sizes. To date, we’ve represented 50+ communities and 25K+ members, powered by our team of 200 people worldwide.

Our communities include Forbes Councils, Newsweek Expert Forum, Rolling Stone Culture Council, Fast Company Executive Board, Business Journals Leadership Trust, and YEC, a council for the world’s most successful young entrepreneurs.

 

Who you are

  • Optimistic and collaborative | Our team is close-knit and supportive and we're working with a lot of unknowns – you must be an advocate of environments that are comfortable with ambiguity and encourage collaboration.
  • A builder | Process-oriented and an innovator with a strong point of view and distinct voice.
  • Detail-oriented | Sharp attention to detail and a drive for perfection. Conscientious and adept at problem-solving through critical thinking.
  • A strong communicator | Superior presentation skills and excellent communication and analytical skills. Influences without authority and fosters an environment of shared accountability.
  • Fast-paced | Ability to work under deadlines in a fast-paced environment to plan and coordinate all aspects of the process.

 

Key Responsibilities

  • Building relationships with and between members.
  • Educating and engaging members in using our product and services to achieve their desired outcomes.
  • Developing member-driven growth opportunities.
  • Answering phone calls and written questions, concerns, and complaints regarding membership.
  • Providing information on membership fees, policies, processes, benefits, products, and services.
  • Actively listening to members and identifying their needs.
  • Providing high priority to member satisfaction.
  • Providing excellent member service by assisting members to resolve discrepancies and grievances.
  • Communicating effectively and courteously in all situations.
  • Investigating and resolving or escalating membership issues.
  • Documenting all inquiries and maintaining accurate membership records.
  • Proactively supporting the “Member Success” culture.
  • Maintaining up-to-date knowledge of all products and services along with the benefits and features of each.
  • Curating connections and interactions between members in collaboration with our Community Manager.
  • Understanding and following all policies and procedures.

 

Preferred Qualifications

  • Be a team player with a "can do" attitude.
  • Customer Success/Service experience required.
  • Sales experience beneficial.
  • Excellent communication skills, both written and verbal.
  • Good listening and interpersonal skills.
  • Strong attention to detail.
  • Computer literate.
  • Excellent multitasking skills
  • Good time-management skills.

 

Additional Benefits

  • A growing team with opportunities to develop with a thriving company
  • Use new technology & solve interesting problems
  • 100% remote, work where you want
  • 401K with up to 4% company match
  • Generous paid time off + all major US holidays
  • Medical, dental, vision coverage [company pays $475 - $735]
  • Technology reimbursement program

 

Application details

Apply now

Please note that this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required for this role and responsibilities may change at any time.

We are an equal opportunity employer.

At Community.co, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Community.co is also committed to compliance with the Americans with Disabilities Act (ADA). While performing the duties of this position, the employee is regularly required to talk, hear and see. We will ensure that persons with disabilities are provided reasonable accommodations.