Member Experience Specialist -62494454943

Position: Member Experience Specialist

Location:PH/SA

Work Schedule:Fri–Sun, 6 PM–9 AM CT (3x 13-hr shifts). This overnight schedule is daytime in the Philippines

Salary: Market Related

About the Role

As part of our Member Experience team, you will play a vital role in delivering unparalleled support, working directly with customers to provide a world-class experience. You will be the voice and advocate of our brand, ensuring every interaction leaves a lasting impression of trust, satisfaction, and delight. By actively addressing customer needs and exceeding their expectations, you will contribute not only to the success of our customers but also to the growth and reputation of our company. This role offers a unique opportunity to develop real-world expertise in customer service, creative problem-solving, and impactful communication, all while making a tangible difference in the lives of our customers and the future of the company.

What You'll Do

Engage with members across phone, email, text, chat, and other communication channels, delivering personalized and delightful experiences that leave a lasting impact.

Troubleshoot and resolve member issues related to our complex and technical products, ensuring seamless and satisfying solutions.

Resolve a high volume of member inquiries efficiently, with a focus on speed, accuracy, and leaving members better off than you found them.

Use our support tools to log, track, and prioritize member interactions so nothing slips through.

Escalate issues that need deeper technical investigation and follow up to make sure they're resolved.

What You'll Bring

1–5 years of experience in a phone-based support or customer service role.

Exceptional verbal communication skills—clear, warm, and confident on every call.

Ability to think quickly and stay composed under pressure, especially during high-volume periods or difficult conversations.

Strong listening skills with a genuine ability to make people feel heard.

Comfort with ambiguity and fast context-switching across different member issues and product areas.

Natural instinct to de-escalate tense situations and turn friction into trust.

Tech savvy, with the ability to navigate support tools and systems while staying fully present in a conversation.

Attention to detail when logging interactions and following up on open issues.