Member Success Manager / Customer Success Specialist
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Job Description
Member Success Manager supporting members, coaches, and platform operations for an Australian fintech startup. Improving customer experience, CRM processes, documentation, and SaaS product support remotely from the Philippines.
Responsibilities:
- Manage the shared customer support inbox and respond to member enquiries
- Resolve account access issues, payment enquiries, booking changes, scheduling concerns, and general platform support requests
- Support coaches with platform navigation, onboarding, offboarding, scheduling, and operational questions
- Deliver an exceptional customer experience while maintaining high service standards
- Identify recurring platform issues and convert them into structured development tickets
- Document bugs, reproduce issues, and verify completed fixes with the development team
- Test platform improvements before release and communicate updates to members and coaches
- Recommend enhancements to workflows, platform functionality, and customer communications
- Process phone reception submissions in the support inbox
- Call members when an outbound call is more efficient than email
- Maintain tidy GoHighLevel CRM records, including tags and pipeline stages
- Maintain internal documentation and knowledge bases using Notion
- Coordinate onboarding and offboarding processes for coaches and team members
- Support employer onboarding projects and operational rollouts
- Improve processes, documentation, automation, and operational efficiency
- Use AI tools to improve productivity, communication quality, and workflow efficiency
Requirements:
- 2–4 years of experience in Customer Success, Customer Support, Operations, or a similar client-facing role
- Previous experience supporting SaaS platforms or technology-enabled businesses
- Hands-on experience using customer support platforms such as Front or similar shared inbox software
- Experience working with CRMs such as GoHighLevel, HubSpot, Salesforce, or similar platforms
- Familiarity with issue tracking tools such as Linear, Jira, ClickUp, or equivalent
- Strong written and verbal English communication skills with a confident phone manner
- Excellent problem-solving and critical thinking abilities
- Ability to write clear, structured bug reports and communicate effectively with technical teams
- Strong organisational skills with the ability to manage multiple priorities simultaneously
- Comfortable working independently within a remote environment
- Close attention to detail and strong documentation habits
- Demonstrated experience using AI tools such as ChatGPT, Claude, or similar as part of daily workflows
- Experience with Notion for documentation and knowledge management is strongly preferred
- Experience performing light QA testing or software troubleshooting is nice to have
- Exposure to fintech, coaching, education, or digital platform businesses is nice to have
- Experience supporting Australian, UK, or US customers is nice to have
- Understanding of customer journey mapping and customer experience improvement is nice to have
- Interest in financial wellbeing, coaching, or personal development is nice to have
- Must disclose any existing ongoing roles or client work
- Must reflect this engagement on LinkedIn profile, clearly marked as “Independent Contractor”
Benefits:
- 100% remote work from home
- Flexibility in how you manage your time as an independent contractor
- Alignment with AU business hours for collaboration
- Direct engagement by the client as an independent contractor
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