Member Experience Specialist

Job Summary

To support a rapidly scaling company, the full-time Member Experience Specialist will manage member inquiries through various communication channels, utilizing Zendesk to resolve issues while collaborating closely with cross-functional teams in a remote environment.

Key responsibilities

• Handle incoming member inquiries via phone, chat, and email, ensuring thoughtful and humanized communication
• Utilize internal tools and resources to verify data and resolve issues efficiently while adhering to best practices
• Collaborate with team members to meet KPIs and SLAs, contributing insights for continuous improvement

Required qualifications

• Experience with Zendesk or another major ticketing CRM
• Strong written and verbal communication skills paired with empathy
• Ability to prioritize tasks independently under operational pressure
• Comfort working across multiple systems with attention to detail
• Collaborative approach with a willingness to learn and adapt in a fast-paced environment