[Hiring] Senior Member Care Specialist @New Law Business Model

Role Description

This Senior Member Care Specialist role is for someone who leads with empathy, thinks critically under pressure, and brings both operational discipline and emotional intelligence to every member interaction. You'll thrive here if you're the kind of person who reads between the lines, knows how to move someone from frustration to forward momentum, and genuinely cares about seeing the people you support succeed.

You'll be the central advocate for estate planning attorneys navigating their membership journey, our managed implementation systems, and technical product stack, while also owning the accounts receivable conversations that keep our community financially healthy.

You should not apply if you:

• Wait to be told what to do.
• View accounts receivable as purely transactional debt collection.
• Struggle with high-volume CRM management.
• Dislike working cross-functionally across technical, product, and coaching teams.

What You’ll Do

• Own the full lifecycle of assigned member accounts across our product portfolio, acting as their primary operational contact from onboarding through retention, with a specialized focus on our technical implementation platform and Accounts Receivable (A/R) support.
• Pillar 1: Membership Support & Tiered Triage
  • Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets.
  • Maintain an active account roster, proactively monitoring engagement, check-ins, and survey signals to identify at-risk members early.
  • Troubleshoot access, setup, and implementation issues for members.
  • Facilitate Group Coaching call support and surface member trends and friction points.
• Pillar 2: Accelerator Product & Technical Support
  • Lead new-member onboarding for Accelerator, including kickoff calls, resource orientation, and success planning.
  • Monitor Accelerator cohort health, proactively escalating disengagement or underperformance.
  • Troubleshoot access, setup, and implementation issues directly with members.
  • Act as the liaison for website and CRM technical requests.
• Pillar 3: Accounts Receivable
  • Monitor assigned member accounts for failed or overdue payments.
  • Serve as the primary point of contact for members experiencing billing friction.
  • Collaborate with the A/R Manager to ensure overdue accounts are resolved.
  • Bring a solutions-oriented mindset to every billing conversation.

What “Success” Looks Like

• Members on your roster feel genuinely supported, reflected in high active engagement and strong CSAT/NPS scores.
• Difficult conversations are handled with care and directness.
• Overdue accounts are consistently resolved within established SLA timelines.
• Support tickets are triaged and resolved rapidly with clear CRM documentation.
• Members across supported products onboard smoothly and adopt our systems with confidence.
• You contribute by spotting gaps, surfacing insights, and collaborating with the Member Care Manager and cross-functional teams.

Qualifications

• Proven track record in high-touch account management, member success, or client support.
• Experience within a membership, coaching, or SaaS environment.
• Strong emotional intelligence and ability to navigate complex member situations.
• Strong financial literacy and comfort with billing and accounts receivable conversations.
• Technically fluent with HubSpot CRM, project management software (Asana), and digital product ecosystems.
• Proactive problem solver who coordinates across internal teams.
• Meticulous detail orientation and process discipline.
• Exceptional written and verbal communication skills.

Requirements

• Full-Time, Non-Exempt (W2) 40 Hours / Week.
• Hourly Base Wage: $28.85 – $36.05 / hour (Equivalent to $60,000 – $75,000 / annually based on 40 hours/week).
• Dedicated 8-hour daily shifts during business hours.
• All hours are logged in real-time using company software (Clockify).

Benefits

• 100% Remote Work at a Profitable, Growing Company.
• Recession-Proof Industry, Product, and Audience.
• Comprehensive Benefits Package (Health, Dental, Vision).
• 401K Retirement Program.
• Flexible Paid Time Off.
• Opportunities for Career Growth and Leadership Development.
• Be Part of a Mission-Driven Company Transforming the Legal Industry.