Member Success Agent

Job Overview:

The Member Success Agent is the face of our organization and plays a critical role in delivering exceptional support to our members. This role requires a proactive, energetic individual who is passionate about customer service and thrives in helping others. As the first point of contact for our members, the Member Success Agent will manage member inquiries, troubleshoot issues, and collaborate across departments to ensure smooth, positive experiences that reflect our brand’s values.

Job details:

• Monday to Friday | 10 PM to 7 AM Manila Time
• Work from home
• **Follows the US Holiday Calendar
  • New Year’s Day - January 1
  • Memorial Day - last Monday in May
  • Independence Day - July 4
  • Labor Day - 1st Monday in September
  • Veterans’ Day - November 11
  • Thanksgiving Day - 4th Thursday in November
  • Christmas Day - December 25

Responsibilities:

• CRM Monitoring: Continuously monitor the CRM system for incoming messages, inquiries, and issues. Provide prompt, accurate responses while maintaining a high level of professionalism and empathy.
• Member Engagement: Actively engage with members in private social network groups, offering support and assistance to ensure their needs are met and concerns addressed.
• Phone and Email Support: Handle phone-based interactions as the primary support channel. Offer white-glove service by going above and beyond to meet member needs, including conducting quick Zoom sessions when necessary.
• Liaison Between Departments: Serve as the bridge between the member and various internal teams, ensuring timely and accurate resolution of issues.
• Onboarding Support: Facilitate onboarding calls for new members, guiding them through the setup process and managing the flow of information between them and the fulfillment department.
• Data Verification: Conduct data verification checks during the onboarding process to ensure accuracy and completeness of member information in the CRM.
• Documentation and Reporting: Ensure all customer interactions are thoroughly documented in the CRM system by the end of each day. Generate and submit reports as needed.
• Continuous Improvement: Identify opportunities for enhancing member satisfaction and retention. Provide feedback and suggestions for improving processes and member engagement strategies.
• Policy Adherence: Ensure consistent application of company policies and procedures to optimize customer experiences and create high-value interactions.

Qualifications:

• At least 3+ years of professional experience in a customer service or customer success role.
• Strong customer orientation with a desire to deliver the best possible member experience.
• Proven ability to self-direct and manage time effectively, with a strong sense of urgency and autonomy.
• Experience in building and maintaining strong relationships with customers.
• Excellent communication skills, both written and verbal, with the ability to handle difficult conversations and de-escalate issues.
• Familiarity with CRM systems (e.g., Go High Level), social media platforms, and ticketing systems is preferred.
• Proficiency with Microsoft Word, Excel, Google Docs, and Sheets.
• Ability to quickly learn and apply new information in a fast-paced environment.
• Strong multitasking skills, with the ability to handle multiple customer interactions simultaneously without compromising quality.
• Ability to make independent decisions based on training, company values, and established guidelines.
• Commitment to documenting customer issues and ensuring proper follow-up.
• Ability to work under pressure and meet tight deadlines.