[Hiring] Membership Services Manager @Mercury Radio Arts

Role Description

We have an immediate need for a Membership Services Manager to join our team. This role owns the day-to-day relationship with Torch subscribers, delivering the responsiveness and care of a customer service representative while also driving proactive subscriber engagement, coordinating live chat conversations during Glenn's live streams, and serving as a liaison between our subscribers, the accounting team, and the tech team. The ideal candidate is patient, tech-savvy, comfortable working in a live, on-air environment, and has experience working in a subscriber-based company or platform.

• Serve as the primary point of contact and relationship owner for Torch subscribers via phone, email, and chat, delivering responsive, professional, solutions-oriented support.
• Troubleshoot and resolve subscriber account issues, including login, access, and subscription management questions, escalating as needed.
• Act as a liaison between subscribers and the accounting team on billing inquiries, payment issues, refunds, and subscription changes.
• Partner with the tech team to identify, document, and escalate technical issues affecting subscribers, and follow up to confirm timely resolution.
• Develop and execute subscriber engagement initiatives, such as welcome touchpoints, retention outreach, and feedback surveys, to strengthen subscriber loyalty and reduce churn.
• Track subscriber interactions, issues, and resolutions accurately in the customer service platform or CRM; identify recurring trends and share findings with accounting, tech, and leadership to support process improvements.
• Maintain a strong working knowledge of the Torch platform, product features, programming schedule, and subscription policies to provide accurate, timely support and engagement.
• During special events, monitor and actively engage in live chat rooms during Glenn's live streams and other Torch programming, answering subscriber questions, surfacing issues in real time, and helping keep conversation on track.

Qualifications

• 5+ years of experience in customer service, subscriber or member relations, or community management, preferably with a subscription-based media or content platform.
• Experience moderating or engaging in live chat or community platforms during live broadcasts or events strongly preferred.
• Tech-savvy and comfortable navigating and troubleshooting software platforms, apps, and basic account or billing systems.
• Patient, personable, and professional, with strong verbal and written communication skills.
• Strong problem-solving skills and the ability to coordinate effectively across departments, including accounting and tech, to resolve subscriber issues.
• Highly organized and detail-oriented, with the ability to manage multiple subscriber inquiries and follow-ups at once.
• Genuine interest in and alignment with Torch's mission and Mercury Radio Arts' values.