Membership Site Support Specialist

Membership Site Support Specialist - Remote

About Jtine Co.

Jtine Co. is a thriving e-learning and community membership company dedicated to providing valuable educational resources and fostering a supportive online community. We are a fully remote team passionate about delivering exceptional member experiences.

Job Summary

We are seeking a dedicated and experienced Membership Site Support Specialist to join our growing team. In this role, you will be the primary point of contact for our members, providing technical support, troubleshooting issues, and ensuring a seamless experience.

Responsibilities

• Manage customer inquiries via email, chat, and phone, resolving issues promptly and professionally.
• Handle WooCommerce subscription management, including processing payments, renewals, and cancellations.
• Manage WordPress memberships, ensuring smooth user access and functionality.
• Create and send engaging email campaigns using ActiveCampaign and MailChimp.
• Build and update online courses monthly, maintaining content accuracy and relevance.
• Coordinate virtual events, managing presenter logistics and ensuring a successful event experience.

Qualifications

• 2+ years of experience in membership site operations, email marketing, and online course management.
• Strong understanding of WooCommerce subscriptions and best practices for customer service.
• Proficiency in WordPress memberships, WooCommerce, learning management systems, and email automation tools.
• Detail-oriented, customer-focused, self-motivated, and reliable.

Benefits

• Competitive salary
• 14 days of paid vacation per year
• 6 sick days
• 8 paid federal holidays
• 401k plan

Location

• Must be located in the U.S. with a stable internet connection and a quiet, professional workspace.

Qualifications

Required:

• Minimum 2 years of experience in managing membership sites, including handling customer inquiries, troubleshooting issues, and managing subscriptions.
• Proven expertise in WooCommerce subscriptions and a strong understanding of customer service best practices.
• Proficiency in WordPress memberships, WooCommerce, and learning management systems (LMS).
• Experience with email marketing platforms such as ActiveCampaign or MailChimp, including creating and sending targeted email campaigns.
• Demonstrated ability to build and update online courses on a monthly basis.
• Strong organizational and communication skills with a detail-oriented approach.
• Self-motivated and reliable with the ability to work independently in a remote environment.

Preferred:

• Experience coordinating virtual events and managing presenter logistics.

Key Responsibilities:

Customer Support:

• Respond promptly and professionally to member inquiries via email, chat, and phone.
• Troubleshoot technical issues related to membership access, course content, and platform functionality.
• Provide clear and concise solutions to member problems, ensuring a positive customer experience.

Membership Management:

• Manage WooCommerce subscriptions, including processing payments, handling renewals, and addressing billing inquiries.
• Maintain and update WordPress membership levels and access permissions.
• Generate reports on membership activity and trends.

Content & Community:

• Build and update online courses monthly, ensuring content accuracy and engaging delivery.
• Coordinate virtual events, including scheduling, promoting, and managing presenter logistics.
• Foster a welcoming and supportive community environment for members through online forums and communication channels.

Jtine Co. Hiring Workflow: Membership Site Support Specialist

1. Application Review: Qualified candidates will be reviewed based on their resume and cover letter, focusing on relevant experience and skills.

2. Phone Screening: Shortlisted candidates will participate in a 30-minute phone interview to assess their communication skills, customer service experience, and understanding of membership site operations.

3. Skills Assessment: Candidates who pass the phone screening will complete a practical skills assessment testing their proficiency in WordPress memberships, WooCommerce, and email marketing tools.

4. Video Interview: Top performers will participate in a 60-minute video interview with the hiring manager to delve deeper into their experience, problem-solving abilities, and cultural fit.

5. Reference Checks: Finalists will undergo reference checks to verify their previous work experience and performance.

6. Offer & Onboarding: The selected candidate will receive a formal job offer outlining compensation and benefits. Upon acceptance, a comprehensive onboarding process will be initiated to ensure a smooth transition into the role.

About Jtine Co.

Jtine Co. is a thriving e-learning and community membership company dedicated to empowering individuals through accessible and engaging online learning experiences. With thousands of members across the globe, Jtine Co. fosters a vibrant community where learners connect, collaborate, and grow.

We pride ourselves on delivering high-quality online courses, insightful resources, and exclusive member benefits. Our remote-first work environment allows us to attract and retain top talent from diverse backgrounds, united by a passion for education and a commitment to exceptional customer service.