Member Support Specialist

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A Member Support Specialist plays a vital role in delivering exceptional service to members by addressing their inquiries, resolving issues, and providing guidance on products and services. This position involves active communication through various channels, such as phone, email, and chat, to ensure members receive timely and effective support. Additionally, Member Support Specialists help educate members on account features and benefits, maintaining high satisfaction levels. They often collaborate with other departments to troubleshoot problems and enhance the overall member experience, contributing to the strength and growth of the organization.

- High school diploma or equivalent; bachelor's degree preferred
- Proven experience in customer support or related field
- Excellent verbal and written communication skills
- Proficiency in using CRM software and other customer support tools
- Strong problem-solving and conflict resolution skills
- Ability to multitask and manage time efficiently
- Familiarity with data privacy regulations and best practices
- Experience with social media platforms and monitoring tools
- Technical aptitude to troubleshoot software and hardware issues
- Strong attention to detail and accuracy in documentation
- Ability to work independently as well as part of a team
- Flexible availability, including evenings and weekends if required
- Strong interpersonal skills and ability to build rapport with members
- Proven ability to handle high-pressure situations gracefully
- Positive and empathetic attitude toward member inquiries and issues
- Willingness to learn and adapt to new processes and technologies
- Previous experience in a membership-based service or organization preferred
- Proficiency in multiple languages is a plus

- Respond to member inquiries via email, phone, and live chat
- Assist members with account setup, profile updates, and general navigation of the platform
- Resolve billing issues and process refunds as per company policy
- Escalate complex issues to senior support staff or relevant departments
- Track and document all interactions and resolutions in the CRM system
- Provide information and support on membership benefits and features
- Conduct follow-up communications to ensure member satisfaction
- Collaborate with the technical team to troubleshoot and resolve software issues
- Monitor and respond to comments and messages on social media channels
- Lead virtual orientation sessions for new members
- Gather feedback from members to share with the product development team
- Update and maintain knowledge base articles and FAQs
- Participate in team meetings and training sessions to stay updated on new policies and procedures
- Provide personalized support to VIP members, addressing their specific needs and concerns
- Ensure compliance with company policies, data privacy regulations, and industry standards

The ideal candidate for the Member Support Specialist role is someone who possesses exceptional communication skills, both verbal and written, enabling them to convey information clearly and empathetically to our members. With a high school diploma or equivalent (though a bachelor's degree is preferred), they have a proven background in customer support or a related field, demonstrating an ability to handle complex inquiries, resolve conflicts, and provide top-notch service. This candidate is proficient in using CRM software and other support tools, and exhibits strong technical aptitude to troubleshoot software and hardware issues. They demonstrate a proactive approach to problem-solving, coupled with strong attention to detail and accuracy in documentation. Their adaptability in dynamic and fast-paced environments allows them to manage multiple tasks efficiently, while their positive and empathetic attitude ensures member concerns are addressed with professionalism and care. This individual is flexible, willing to work evenings and weekends if required, and thrives in a team-oriented setting. Their innovative mindset drives them to suggest process improvements, while their resilience under pressure helps them remain calm during challenging interactions. With strong interpersonal skills, a commitment to ongoing learning, and a genuine interest in supporting and exceeding member satisfaction, this candidate is well-equipped to build rapport, handle confidential information with integrity, and contribute meaningfully to our organization's goals. Proficiency in multiple languages and prior experience in a membership-based service are desirable attributes that further set this candidate apart.

- Respond to member inquiries via email, phone, and live chat
- Assist members with account setup, profile updates, and general navigation of the platform
- Resolve billing issues and process refunds as per company policy
- Escalate complex issues to senior support staff or relevant departments
- Track and document all interactions and resolutions in the CRM system
- Provide information and support on membership benefits and features
- Conduct follow-up communications to ensure member satisfaction
- Collaborate with the technical team to troubleshoot and resolve software issues
- Monitor and respond to comments and messages on social media channels
- Lead virtual orientation sessions for new members
- Gather feedback from members to share with the product development team
- Update and maintain knowledge base articles and FAQs
- Participate in team meetings and training sessions to stay updated on new policies and procedures
- Provide personalized support to VIP members, addressing their specific needs and concerns
- Ensure compliance with company policies, data privacy regulations, and industry standards

- Exceptional communication skills, both oral and written
- Strong empathy and customer-oriented attitude
- Proactive approach to problem-solving
- High level of patience and professionalism
- Detail-oriented with a focus on accuracy
- Innovative mindset and willingness to suggest improvements
- Adaptability in dynamic and fast-paced environments
- Dependability and strong work ethic
- Ability to handle confidential information with integrity
- Resilience under pressure and in challenging situations
- Tech-savviness and ability to quickly learn new software tools
- Strong organizational and multitasking abilities
- Ability to remain calm and composed during difficult interactions
- Enthusiasm for ongoing learning and professional development
- Strong team collaboration and interpersonal skills
- Result-driven and committed to exceeding member satisfaction
- High degree of cultural sensitivity and awareness
- Ability to work flexible hours, including evenings and weekends
- Genuine interest in helping and supporting members
- Distinctive problem identification and resolution skills

- Competitive salary, commensurate with experience
- Comprehensive health, dental, and vision insurance
- Flexible working hours and remote work options
- Generous paid time off (PTO) and holiday schedule
- Professional development and training opportunities
- 401(k) retirement plan with company match
- Employee wellness programs and resources
- Monthly or quarterly performance bonuses
- Discounted or free company products or services
- Paid parental leave
- Tuition reimbursement programs
- Employee assistance programs
- Career advancement and internal promotion opportunities
- Collaborative and inclusive company culture
- Regular team-building and company-sponsored social events
- Gym membership or fitness reimbursement
- Flexible spending accounts (FSAs) or health savings accounts (HSAs)
- Commuter benefits or transportation allowance
- Ergonomic workspace support and home office stipends
- Employee recognition and awards programs