Member Care Specialist

About Us:For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing.The Mission This Member Care Specialist role is for a high-touch, relationship-oriented operator who can balance fierce empathy with extreme operational rigor. You'll love this role if you're energized by building genuine relationships, keeping things organized and moving, and being the steady, reliable presence that guides estate planning attorneys through their membership journey from day one.You are equal parts member advocate, systems navigator, and clear communicator who takes pride in follow-through, consistency, and making sure no one falls through the cracks.You should not apply if you struggle with high-volume CRM management, prefer to work in isolation, or dislike working cross-functionally across technical, product, and coaching teams.RequirementsWhat You’ll DoYou’ll own the full lifecycle of assigned member accounts across our product portfolio, acting as their primary operational contact from onboarding through retention.Pillar 1: Membership Support & Tiered Triage Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets. Escalating to Coaching, Solutions Engineers, Product, or Web Developers when specialized follow-up is needed. Maintain an active account roster, proactively monitoring engagement, check-ins, and survey signals to identify at-risk members early and ensure lawyers are adopting our systems, executing retention interventions and coordinating tier upgrades, downgrades, cancellations, and reactivations as needed. Troubleshoot access, setup, and implementation issues for members, coordinating with Operations, LBSCs, and Onboarding Specialists to keep the experience cohesive. Manage ticket pipelines for assigned accounts, ensuring accurate tagging, prioritization, and timely resolution within defined SLAs. Pillar 2: Core Memberships Product Support Serve as a key point of contact for Core Membership members, supporting day-to-day needs and troubleshooting access and setup issues directly or in collaboration with Operations. Field and triage member support tickets to the appropriate teams (Coaching, Solutions Engineers, Product, or Web Developers), maintaining ticket hygiene and fast resolution times. Coordinate closely with Coaches and Onboarding Specialists to ensure a cohesive and aligned member experience across touchpoints. Facilitate administrative and resource support for Group Coaching calls, ensuring a seamless feedback loop between members, product managers, and coaches. Pillar 3: Retention Intervention & Cross-Functional Coordination Identify at-risk members early through data and direct interactions, executing structured retention interventions or escalating concerns to Member Care leadership. Coordinate cross-brand transitions, including membership tier upgrades, downgrades, cancellations, and reactivations with care, clarity, and precision. Surface operational trends, member friction points, and product suggestions to internal teams to drive continuous improvement in our overall learning experience. What “Success” Looks Like Members on your roster feel genuinely supported,and that shows up in high active engagement and CSAT/NPS scores month-over-month. At-risk members are identified early and receive timely, structured outreach that keeps them engaged and progressing. Members transition smoothly across product offerings with clear communication and no gaps in experience. Support tickets are triaged and resolved rapidly with clear CRM documentation and zero missed follow-ups. Who You Are You have a proven track record in high-touch account management, member success, or client support, ideally within a membership, coaching, or SaaS environment. You lead with empathy and genuine care, and members feel that in every interaction. You are technically fluent, comfortably navigating HubSpot CRM, project management software (Asana), and digital product ecosystems, picking up new tools quickly as our systems evolve. You are a proactive problem solver who spots disengagement risks early and coordinates across internal teams to drive resolution. You demonstrate meticulous detail orientation and process discipline, keeping notes, tickets, and pipeline statuses accurate in real time. You follow estab