Senior Member Care Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $28 - $36 / hour

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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New Law Business Model (NLBM)

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

📣 Marketing

✈️ Travel

Healthcare • Marketing • Travel

New Law Business Model (NLBM) is a pioneering initiative designed to transform the traditional attorney career structure for lawyers in the U. S. By providing a comprehensive framework of instruction, coaching, and ongoing support, NLBM helps attorneys become Personal Family Lawyers®️, enabling them to serve their communities meaningfully. NLBM's customizable approach empowers entrepreneurial lawyers to design fulfilling practices, focusing on client experience, marketing, operations, and technology, ultimately aiming to help lawyers thrive both personally and professionally.

📋 Description

• Own the full lifecycle of assigned member accounts from onboarding through retention • Serve as first point of contact for day-to-day support requests and resolve inquiries within SLA targets • Escalate specialized issues to Coaching, Solutions Engineers, Product, or Web Developers • Monitor engagement, check-ins, and survey signals to identify at-risk members • Execute retention interventions and coordinate tier upgrades, downgrades, cancellations, and reactivations • Troubleshoot access, setup, and implementation issues • Facilitate Group Coaching call support and surface member trends • Lead Accelerator onboarding, including kickoff calls, resource orientation, and success planning • Monitor Accelerator cohort health and escalate disengagement or underperformance • Liaise on website and CRM technical requests, including customizations and DNS connection calls • Monitor failed or overdue payments and initiate supportive outreach under A/R procedures • Document billing communications in HubSpot • Collaborate with the A/R Manager to resolve overdue accounts within SLAs • Contribute to improvements in the A/R pipeline and recovery process • Collaborate with the Member Care Manager and cross-functional teams to improve systems and member experience

🎯 Requirements

• Proven track record in high-touch account management, member success, or client support • Experience ideally within a membership, coaching, or SaaS environment • Experience navigating complex, emotionally charged member situations with professionalism and care • Strong financial literacy • Comfort navigating billing, revenue recovery, and accounts receivable conversations • Technical fluency with HubSpot CRM, Asana, and digital product ecosystems • Ability to quickly learn new tools and platform updates • Proactive problem-solving and cross-functional coordination • Meticulous attention to detail and process discipline • Exceptional written and verbal communication skills • Ability to work dedicated 8-hour daily shifts during business hours • Must be legally authorized to work in the U.S. without requiring current or future sponsorship • Must physically reside in the United States • Ability to provide own computer and internet connection meeting minimum requirements, including at least 16GB RAM

🏖️ Benefits

• 100% Remote Work at a Profitable, Growing Company • Comprehensive Benefits Package (Health, Dental, Vision) • 401K Retirement Program • Flexible Paid Time Off • Opportunities for Career Growth and Leadership Development • Pre-approved overtime compensated at 1.5x regular pay • Bring Your Own Device (BYOD) model • Reimburses reasonable and necessary business expenses as required by law