Member Care Specialist

New Law Business Model (NLBM)

Member Care Specialist guiding estate planning attorneys through membership support, systems adoption, and retention. Supporting NLBM’s mission to transform legal practices with education, tools, and automation.

Posted 8/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $25 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in high-touch account management and member success within a SaaS environment, utilizing strong CRM management skills and proactive problem-solving abilities to enhance member engagement and retention.

Highest-signal resume keywords

High-Touch Account ManagementHubSpot CRM ProficiencyProactive Problem-SolvingExceptional Communication SkillsHigh-Volume CRM Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Account ManagementMember SuccessCRM DocumentationTroubleshootingRetention InterventionsProcess DisciplineTechnical FluencyTicket ManagementEngagement MonitoringData Analysis

Soft Skills

Attention to DetailProactive CommunicationAdaptabilityTeam CollaborationCustomer Service Orientation

Tools & Technologies

HubSpot CRMAsanaDigital Product Ecosystems

Industry Keywords

SaaSMembership ManagementClient SupportCoachingOperational Trends

About the role

Key responsibilities & impact

Own the full lifecycle of assigned member accounts across the product portfolio from onboarding through retention
Serve as members’ first point of contact for day-to-day support requests
Answer emails and inquiries directly and resolve them within SLA response and resolution targets
Escalate specialized issues to Coaching, Solutions Engineers, Product, or Web Developers
Maintain an active account roster and monitor engagement, check-ins, and survey signals
Identify at-risk members early and execute retention interventions
Coordinate membership tier upgrades, downgrades, cancellations, and reactivations
Troubleshoot member access, setup, and implementation issues
Coordinate with Operations, LBSCs, and Onboarding Specialists
Manage ticket pipelines with accurate tagging, prioritization, CRM documentation, and timely SLA resolution
Support Core Membership members with day-to-day needs and access/setup troubleshooting
Coordinate with Coaches and Onboarding Specialists for a cohesive member experience
Facilitate administrative and resource support for Group Coaching calls
Maintain feedback loops between members, product managers, and coaches
Surface operational trends, member friction points, and product suggestions to internal teams
Ensure members remain engaged and progressing through timely outreach
Coordinate cross-brand membership transitions with care, clarity, and precision

Requirements

What you’ll need

Proven track record in high-touch account management, member success, or client support, ideally within a membership, coaching, or SaaS environment
High-volume CRM management experience
Technical fluency with HubSpot CRM, Asana, and digital product ecosystems
Ability to pick up new tools quickly
Proactive problem-solving and ability to identify disengagement risks early
Meticulous attention to detail and process discipline
Ability to maintain accurate notes, tickets, and pipeline statuses in real time
Ability to follow established processes consistently and flag gaps or ask for direction when needed
Exceptional written and verbal communication skills
Ability to translate complex technical or administrative steps into simple, actionable member guidance
Dedicated 8-hour daily shifts during business hours
Ability to work full-time, 40 hours per week
Must provide own computer and internet connection under the BYOD model, including at least 16GB RAM
Must be legally authorized to work in the U.S. without requiring current or future sponsorship
Must currently reside physically in the United States

Benefits

Comp & perks

Comprehensive Health, Dental, and Vision package
401K Retirement Program
Paid Time Off
Paid Holidays
Flexible Paid Time Off
Opportunities for Career Growth and Leadership Development
100% Remote Work
Pre-approved overtime compensated at 1.5x regular pay
Company-provided required software and system access
Reimbursement of reasonable and necessary business expenses as required by law