Membership & Customer Support

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.

As a Member Support & Operation Specialist, You Will Be Responsible For:

Member Support and Customer Service

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

Billing and Payments

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

Community Support and Moderation

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

Events and Live Sessions

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

Content Operations

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

Feedback & Bug Tracking

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

Data, Reporting and Documentation

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

Tools and Technical Capability

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

We’d especially love to hear from you if you have:

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

What's In It For You?

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

We’re looking for someone who genuinely enjoys helping people, takes ownership of problems, and can keep multiple moving parts organized without constant supervision.

If you’re a proactive customer service professional who is comfortable with complex concerns, technology, billing, and day-to-day operations — and you’re the type of person who sees something that needs to be done and jumps in to help — we’d love to hear from you.

Please note: This job post does not guarantee immediate client onboarding. Once you successfully complete the full recruitment process, your profile will be added to our talent pool for future client placements that match your qualifications and experience.