Job Application for Member Experience Coordinator at TogetherWork

New

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.

CCPA Disclosure Notice: Click Here

Create a Job Alert

Interested in building your career at TogetherWork? Get future opportunities sent straight to your email.

First Name

Last Name

Preferred First Name

Country

Phone

Location (City)

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

By checking Yes, you agree to receive mobile messages from us in relation to this job application. Message frequency varies. Message and data rates may apply. View our Privacy & SMS Policy:https://www.togetherwork.com/privacy-policy/

Select...

Are you currently, or within the past 12 months been, employed by any organization that may be a customer, client, or vendor of TogetherWork or any of its affiliated products?

Select...

If yes, please provide the name of the organization:

Are you currently subject to any non-solicitation, non-hire, or similar agreement with a current or former employer that you would need to comply with if employed by the Company?

Select...

Are you legally eligible to work in the U.S.?

Select...

Other than the standard Form I-9 and routine employment eligibility reverification, will TogetherWork now or at any point in the future be required to sponsor you, file or support a petition, transfer or extend your work authorization, sign or certify immigration-specific documentation, or otherwise take action for you to begin or continue working in the United States?

Select...

What are your salary requirements? (Please do not put "N/A")

How did you hear about this job (Are you a referral)?

Are you currently located in Austin, TX, or willing to relocate? (Select the option that best describes your situation) *

Located in Austin

Not in Austin but willing to relocate

Not willing to relocate only looking for remote

LinkedIn Profile:

How many years of experience do you have in member services, customer support, or membership/subscription-based operations? Briefly describe your most relevant role.

This is a brand-new role on a team that's currently rebuilding, so there's no existing playbook yet. Describe a time you had to build your own process or figure out priorities without much guidance. What did you do?

What AI tools have you used in a work setting, and how have you used them to save time, reduce manual work, or improve accuracy? If you haven't used AI tools professionally, describe your comfort level with learning new tools quickly.

Have you worked in the arts, performing arts, or a membership/subscription-based business before? If yes, briefly describe that experience.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in TogetherWork’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Select...

Are you Hispanic/Latino?

Select...

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Select...

Member Experience Coordinator

Member Experience Coordinator

Overview

Role Summary

Key Responsibilities

Member Support & Lifecycle Management

Renewals, Tier Changes & Cancellations

Onboarding & Retention Support

AI Fluency & Improvement Mindset

Qualifications

Required Qualifications

Why This Role Matters

Apply for this job

Voluntary Self-Identification