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Member Support Specialist 

resume-library  |  United States  |  

United StatesUnited States (US)
Banking & Insurance/Insurance
Work Type:
Work Time:
Full Time


Member Support Specialist

Hi there!

We’re looking for someone who is addicted to helping people, creating a first-class experience for customers, excited about diving into technical challenges to find solutions, and wants to join one of the greatest places to work in the US! If this sounds like you, then read on…

Who You Are

You're empathetic. You're able to quickly connect with people and understand their feelings, which allows you to successfully help them with any challenges.

You love solving challenges for people. Customer success is all about identifying ways to help your clients reach their goals. You love helping people find solutions to their problems and aren't afraid of an unknown technical challenge.

You are a skilled written and verbal communicator. You're able to put yourself in someone else's shoes to effectively communicate your points in the way they need to hear them.

You’re ambitious and proactive. You don’t stop trying when you reach a hurdle. Instead, you leap right over the hurdle and keep moving toward your goal. You proactively find solutions and ways to succeed.

You're a problem solver. You enjoy getting to the root of an issue and figuring out the best solution to resolve it. You leverage technology to solve problems and make improvements for the future.

You always learn from your mistakes and failures. You’re not one to focus on what went wrong but rather you focus on what you can do better the next time around so the same thing doesn’t happen again.

You love doing things efficiently. You organize your tasks to tackle your day in the most efficient way. You can multi-task while maintaining your attention to detail.

You’re eager to learn. Customer success is an ever-evolving world, as is real estate and social media. You enjoy playing with new software and social media, testing new concepts, and exploring areas you might not have experience with yet.

Who You Are Probably Not

Someone who is hesitant to speak to customers on the phone, via email, or screen share.

Someone who is afraid to try new things and question the status quo of processes.

Someone who is uninterested in learning new computer programs or software.

Someone who dislikes following detailed processes

How You Might Spend Your Days at KCM

KCM is a small business, so you’ll likely get your hands dirty in a bit of everything. That said, here are some things you will own:

Member Support: Supporting Members by managing a high volume of incoming inquiries, troubleshooting technical challenges, and instructing Members on how to use the Membership.

Member Resources: Testing technical requirements of products and developing instructional materials for Members to learn how to set up or implement their KCM content and tools within their business.

Member Voice: Understanding Member needs and being a voice for them internally, sharing their requests and needs with the rest of the company, primarily the product and content teams


What you need for success

1-2 years experience working in an office environment

Experience working with social media (Instagram, Facebook, LinkedIn)

Strong written and verbal communication skills

Proficient with standard office software, including Microsoft Excel, Word, PowerPoint

Ideally what you possess

Proficient with Outlook

Proficient with Zendesk

Proficient with Infusionsoft or other CRM skills a plus

Knowledge or experience of the real estate industry is a plus!


The Whole Package:

Location: Richmond, VA

Competitive compensation package with performance bonus

Health Insurance with employee premiums 100% covered (family plans available)

Vision & Dental Insurance (Optional)

401(k) with 100% company match up to 3% of salary and bonus (immediate vesting)

Annual budget to purchase books and educational subscriptions

Unlimited vacation policy

Work with great people!

KCM has been certified as a for 7 years and has been recognized five times on Fortune Magazine’s Annual 100 Best Small & Medium Workplaces™ list. We only hire people who lead, own, and exceed in everything they do.

At Keeping Current Matters, we care about people. That’s why we’ve intentionally designed a culture-forward organization that is driven by our desire to educate ourselves, our members, and each other. We are built upon a shared set of core values that are designed to fill you with drive and compassion. You won’t just find these values hanging on an office wall, but you will find them in each of us. Together, we strive for excellence. We are strategic. We are game-changing. We are ambitious. We take risks. And we have fun! So, if you’re someone who is determined to make an impact, thrives on open and real communication, and aspires to be part of an empowering team that redefines what’s possible, then Welcome to KCM.

KCM is an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.