Member Experience Specialist

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OtherMember Experience Specialist

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Quick Summary

Key Responsibilities

where members get stuck in the journey, which issues repeat,

Technical Tools

OtherMember Experience Specialist

The Dispatch is a member-funded publication covering politics, policy, and culture from a fact-based, conservative perspective. We launched in 2019 on a simple bet: that enough readers were tired of outrage-driven media to pay for something better. They were. More than 40,000 members now fund our reporting directly, which means we answer to them rather than social media algorithms or traffic-driven demands.

We also own and operate SCOTUSblog, the definitive source for Supreme Court coverage for more than 20 years.

Because our members pay us directly, they expect to be able to reach us with any questions or suggestions—and they deserve a human on the other end of the line.

We’re hiring a Member Experience Specialist to own member support across both The Dispatch and SCOTUSblog.

We’re building this as a dedicated in-house role because member support has outgrown a part-time arrangement as our readership and listenership has grown. Our members deserve someone who sits on our team, joins our calls, knows what we’re publishing this week, and can tell our product team what’s causing friction.

You’ll be the person a member reaches when something isn’t working: He or she can’t log in, a newsletter stopped arriving, a private podcast feed won’t load in his or her app, a credit card expired, a gift membership went to the wrong address, a merch order hasn’t shipped, someone wants to cancel. It will be your job to fix it—quickly and warmly, in a way that leaves the member feeling even more positive about his or her subscription.

Own the members@thedispatch.com inbox and phone line as the first and usually only point of contact, holding a high standard on response time and resolution quality

Resolve the full range of account issues: logins and password resets, duplicate accounts, billing and payment methods, gift memberships and guest passes, plan changes, and refunds

Troubleshoot newsletter deliverability—suppression lists, spam complaints, inbox filtering—and private podcast feed setup across Apple, Spotify, Pocket Casts, and the rest

Process our discount and sponsorship programs: student, military, teacher, clergy, nonprofit, and retiree verification and code issuance

Support members across both publications as SCOTUSblog’s subscription business grows

Own the cancellation conversation. Every member who writes in to cancel gets a real reply and a real offer before anything is processed.

Log why people leave, and turn that log into something the growth and editorial teams can act on

Spot at-risk patterns early and flag them

Own the store inbox: order status, sizing and product questions, exchanges, returns, and the occasional package that went to the wrong Springfield

Coordinate with our fulfillment partner on anything you can’t resolve directly, and stay on it until the member has their answer

Flag recurring fulfillment problems to the colleague who runs the store rather than absorbing them quietly

Moderate our comment sections against a published standard, including the judgment calls: warnings, temporary suspensions, and the occasional email explaining why

Handle logistics and member follow-up for member-only programming—live briefings, town halls, and subscriber webinars

Route corrections, editorial feedback, and pitches to the right people, and make sure members know they were heard

Turn what you see in the inbox into a recurring friction report: where members get stuck in the journey, which issues repeat, and what a fix would be worth

File bugs with our product team and follow them to resolution rather than to the backlog

Own and improve the member-facing FAQ, help content, and response templates so the same question doesn’t get answered from scratch a hundred times

Keep the support playbook current as we ship new features and change platforms

One to three years in customer support, member services, subscriber operations, or a comparable role where you were the one writing the replies

Experience supporting a subscription or membership product, especially during a launch or a platform migration

Familiarity with podcast distribution, email deliverability, e-commerce fulfillment, or paywall mechanics

Community or forum moderation experience

Interest in politics, policy, the Supreme Court, and law

You’d rather resolve a problem than close a ticket, and you can tell the difference

You notice when you’ve answered the same question four times this week, and you do something about it

You can hold a hundred open threads without losing one

You want the whole function rather than a slice of it, and you’re comfortable being the only person who owns it

You won’t be dropped into this cold. The team currently handling this work will stay on through your first month specifically to hand everything over: the accounts, the playbook, the edge cases, and the members who write in every week and expect to be recognized. It will be a real handoff, not a documentation dump.

We are open to this role being remote, but candidates in the DMV area would be welcome to work out of our office in Washington, D.C.

Health insurance, 401(k) match, disability coverage, equity participation, and additional standard benefits.

The Dispatch is an equal opportunity employer. We evaluate all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.