Member Experience Coordinator

Member Experience Coordinator

Department: DSOA, Arts Portfolio (Product & Strategy)

Reports To: Director of Product and Strategy

Location: Hybrid-Austin (must be local to Austin and be able to work at least 2 days a week in office)

Work Authorization Notice: Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.

Overview

At TogetherWork, we set a high bar for clarity, collaboration, and execution. While our Product & Strategy leaders own portfolio outcomes, our individual contributors are equally essential, bringing curiosity, precision, and a commitment to excellence to every initiative. We work in deep partnership with Engineering, Revenue, CX, Operations, and Support, sharing accountability for delivering stable, modern, insight-driven products that help our customers thrive.

We expect team members to bring strong analytical thinking, operational rigor, and a willingness to roll up their sleeves to solve complex problems. Hard work is the norm, not for recognition, but for the greater good of our customers and the long-term health of our company. We embrace innovation, including responsible AI usage, to deepen insight, improve execution, and accelerate impact.

This role reflects those expectations: collaborative, data-informed, customer-centered, and grounded in professionalism and positive intent.

Role Summary

The Member Experience Coordinator is the master of the member experience and DSOA's primary point of contact for members - answering member questions, knowing where to point people when they need help, and owning the day-today mechanics of DSOA's member lifecycle: support requests, renewals, tier changes, and cancellations.

The Member Experience Coordinator makes sure members get a consistent, well-tracked experience at every stage of membership, from their first day through renewal or cancellation. Success in this role requires strong organization, attention to detail, and clear, empathetic communication with members.

Key Responsibilities

Member Support & Lifecycle Management

- Own day-to-day member support requests, routing and resolving issues or escalating to the right specialist.

- Maintain accurate member records across DSOA's membership and CRM systems.

- Flag recurring member issues or friction points to inform process improvements.

Renewals, Tier Changes & Cancellations

- Administer renewals: track upcoming renewal dates, send reminders, and process completed renewals in the membership platform.

- Process tier upgrades and downgrades, including any related billing coordination.

- Process cancellations, including capturing cancellation reasons for retention reporting.

Onboarding & Retention Support

- Manage onboarding handoffs so new members transition smoothly into active membership.

- Lead retention and churn-prevention outreach for at-risk members.

AI Fluency & Improvement Mindset

- Use AI tools to streamline renewal tracking, member communications, or reporting.

- Identify automation or process improvements that reduce manual, repetitive work.

Qualifications 

Required Qualifications

- 1 to 3 years in a member services, customer support, or membership operations role, ideally in a subscription or membership-based business.

- Comfortable working in a CRM or customer success platform; willing to learn DSOA's specific tools.

- Highly organized with strong attention to detail, tracking renewal dates, tier changes, and cancellation data across many accounts at once.

- Clear, empathetic written and verbal communication with members.

- Comfortable in a small, fast-moving team where responsibilities shift as the team scales.

- Experience using AI tools to accelerate work or improve operational efficiency.

Why This Role Matters

Members experience DSOA through small, practical moments: a smooth renewal, a fast answer to a billing question, a clean handoff from onboarding to active membership. The Member Experience Coordinator makes those moments dependable

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability

• 100% employer-paid Basic Life and AD&D insurance

• 401(k) retirement plan with a 100% company match up to 4%

• Flexible paid personal/vacation time built on mutual trust and accountability

• 10 sick days annually

• 10 company paid holidays

• 12 weeks paid parental leave

Inclusion and Diversity: TogetherWork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. TogetherWork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Interview Process & Expectations

Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.

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