Senior Member Success Associate
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Job Summary
To support member engagement, the full-time Senior Member Success Associate will manage responses across social channels, operate with autonomy on complex cases, and enhance team quality standards while working remotely.
Key Responsibilities
- Respond to and resolve inbound interactions across public-facing social channels, maintaining fluency in various case types
- Support quality assurance by reviewing team responses and identifying patterns for improvement
- Serve as a resource for team members, providing coaching on case handling and assisting with onboarding new associates
Required Qualifications
- 3+ years of experience in member or customer success, operations, or social media management
- Strong judgment in member-facing case handling, with the ability to navigate nuanced situations
- Proficiency in Sprout Social and Intercom, including troubleshooting workflows
- Experience providing peer coaching or training without formal managerial authority
- Ability to identify process gaps and suggest improvements for team efficiency
Complete Job Description
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