Senior Member Success Associate

To support member engagement, the full-time Senior Member Success Associate will manage responses across social channels, operate with autonomy on complex cases, and enhance team quality standards while working remotely. Key Responsibilities Respond to and resolve inbound interactions across public-facing social channels, maintaining fluency in various case types Support quality assurance by reviewing team responses and identifying patterns for improvement Serve as a resource for team members, providing coaching on case handling and assisting with onboarding new associates Required Qualifications 3+ years of experience in member or customer success, operations, or social media management Strong judgment in member-facing case handling, with the ability to navigate nuanced situations Proficiency in Sprout Social and Intercom, including troubleshooting workflows Experience providing peer coaching or training without formal managerial authority Ability to identify process gaps and suggest improvements for team efficiency