Membership Administrator (Customer Support - Virtual Assistant)

We are seeking a detail-oriented and service-driven Membership Administrator to support the daily operations and overall member experience for an international membership and community-based program.

This role is responsible for managing the end-to-end membership journey, including member onboarding, subscription administration, payment monitoring, account maintenance, fulfillment coordination, and ongoing member support. The ideal candidate is highly organized, process-oriented, and committed to delivering accurate and compassionate service.

This position requires someone who thrives in a structured environment, can manage recurring operational tasks consistently, and takes ownership of ensuring members receive timely and professional support.

JOB KEY RESPONSIBILITIES

• Serve as the primary point of contact for member inquiries, concerns, and account-related requests.
• Manage the complete membership lifecycle including enrollment, account maintenance, renewals, cancellations, and member retention activities.
• Respond to member concerns professionally and ensure timely resolution following established service standards.
• Maintain accurate member records and documentation across internal systems.

• Manage recurring subscriptions and monitor account payment status.
• Process payment updates, refunds, account adjustments, and renewal recovery activities.
• Follow up on failed payments and overdue accounts while maintaining professionalism and empathy.
• Ensure billing records remain accurate and updated.

• Administer member support and assistance programs including:
• Reviewing submitted requests and supporting documents
• Verifying eligibility and account information
• Coordinating approvals and processing activities
• Managing repayment schedules where applicable
• Conducting account follow-ups and collections coordination
• Track program participation and maintain complete documentation.

• Support recurring fulfillment activities and member benefit administration.
• Coordinate account setup, shipment updates, delivery concerns, and issue resolution.
• Monitor fulfillment status and ensure accurate tracking and completion of member requests.

• Monitor member communication channels and escalate concerns when necessary.
• Support case reviews and coordinate follow-up activities for approved member support requests.
• Handle sensitive member information with confidentiality and professionalism.

• Execute recurring operational tasks in accordance with Standard Operating Procedures (SOPs).
• Meet service level expectations and maintain minimal backlog.
• Escalate issues appropriately and proactively identify process concerns.
• Contribute to maintaining efficient and consistent daily operations.

JOB QUALIFICATIONS

• Bachelor’s degree in Business Administration, Communications, Customer Service, or related field is preferred but not required.
• At least 2–3 years of experience in customer service, membership administration, account management, subscription operations, collections, back-office support, or related roles
• Experience using CRM platforms, payment systems, membership platforms, or customer support tools
• Familiarity with recurring billing, account administration, and payment follow-up processes is an advantage
• Experience in e-commerce, fulfillment support, or operational coordination is preferred
• Proficient in Google Workspace and/or Microsoft Office applications

• Excellent written and verbal English communication skills
• Strong attention to detail and high level of accuracy
• Customer-centric and empathetic approach to support
• Ability to work independently and manage recurring tasks efficiently
• Strong organizational and time management skills
• Ability to adapt to multiple systems and changing priorities
• High level of integrity and confidentiality

• Member inquiries and requests are completed within agreed timelines
• Membership records and billing information remain accurate and updated
• Payment recovery and follow-up activities are consistently managed
• Operational tasks are completed with minimal errors and backlog
• Members receive timely, professional, and supportive service
• Processes are followed consistently while maintaining service quality

• Schedule may vary depending on business and client requirements.
• Candidate must be amenable to working flexible hours and supporting international operations when required.