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
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
Support new hire onboarding as the team grows, sharing what you know about common member questions and how to handle them well

2–3 years of experience in a member-facing, customer-facing, or support role
Strong written communication skills — you write clearly, warmly, and without jargon
A genuine care for the people you're helping, not just closing tickets but actually solving problems
Highly organized and able to manage your own time and priorities in a remote environment
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
Familiarity with a support tool like Zendesk, Intercom, or Freshdesk is a plus
Experience in fintech, banking, or financial services is a plus (but not required)

Member Support Specialist

Key skills