Member Experience Specialist — Hybrid in Austin

Togetherwork; Austin (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Disability insurance

Life insurance

401(k) match

Paid time off

Sick days

Holidays

Parental leave

Job summary

TogetherWork in Austin, TX, is seeking a proactive Member Experience Coordinator to own the member lifecycle from onboarding to renewal. You will handle support requests, manage renewals and tier changes, and ensure accurate records across CRM systems with empathetic communication.

Ideal candidates have 1–3 years in member services or customer support, are highly organized, and comfortable using AI tools to streamline tasks in a fast-moving, collaborative team.

Qualifications

• 1–3 years in a member services, customer support, or membership operations role.
• Comfortable working in a CRM or customer success platform; willing to learn DSOA's specific tools.
• Highly organized with strong attention to detail, tracking renewal dates, tier changes, and cancellation data across many accounts.

Responsibilities

• Own day-to-day member support requests, routing and resolving issues or escalating to the right specialist.
• Maintain accurate member records across DSOA's membership and CRM systems.
• Flag recurring member issues or friction points to inform process improvements.
• Administer renewals: track upcoming renewal dates, send reminders, and process completed renewals in the membership platform.
• Process tier upgrades and downgrades, including any related billing coordination.
• Process cancellations, including capturing cancellation reasons for retention reporting.
• Manage onboarding handoffs so new members transition smoothly into active membership.
• Lead retention and churn-prevention outreach for at-risk members.
• Use AI tools to streamline renewal tracking, member communications, or reporting.
• Identify automation or process improvements that reduce manual, repetitive work.

Skills

Member services

CRM proficiency

Communication

Attention to detail

AI tooling

Team player

Tools

CRM platforms

AI tools

Job description

TogetherWork in Austin, TX, is seeking a proactive Member Experience Coordinator to own the member lifecycle from onboarding to renewal. You will handle support requests, manage renewals and tier changes, and ensure accurate records across CRM systems with empathetic communication.

Ideal candidates have 1–3 years in member services or customer support, are highly organized, and comfortable using AI tools to streamline tasks in a fast-moving, collaborative team.