Member Support Specialist

Your Role:

• Own the member support queue end-to-end — triaging, responding to, and resolving inbound email inquiries with care and consistency.
• Handle phone callbacks from our main support line, returning calls within defined SLA windows.
• Manage membership and account inquiries including cancellations, billing questions, banking and account servicing issues.

Team Collaboration:

• Identify and escalate issues that require input from our Guidance, Bank / Investing Ops, or Engineering teams.
• Contribute to building our internal knowledge base, macro library, and documentation.
• Flag recurring issues and help develop solutions so the same problems stop landing in the queue.

Growth and Onboarding:

• Support new hire onboarding as the team grows, sharing what you know about common member questions and how to handle them well.
• Energized by process and improvement — you notice when something keeps breaking and want to fix it.
• Comfortable with ambiguity and working somewhere that's still being figured out.