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Connecting Government and Industry to rapidly deliver mission-critical technology to the end user.
Member Support Admin
Location
United States
Posted
7 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Member Support Admin
NSTXL (National Security Technology Accelerator)
Role Description The Member Support Admin is the operational backbone and frontline face of NSTXL’s 900+ member innovator ecosystem. This role sits at the intersection of technical customer success, data operations, and marketing support. You will manage the end-to-end of member support, from initial application vetting and technical platform troubleshooting to managing the inbound email queue and supporting engagement communications. The ideal candidate blends an empathetic, "customer-first" communication style with sharp technical aptitude, ensuring our members can seamlessly navigate our systems and access documents. Essential Duties and Responsibilities: - Member Correspondence & "Tier 1" Tech Support - Frontline Support: Manage the primary membership inbox; triage, troubleshoot, and resolve member issues regarding platform navigation, account access, and operational questions. - Ticketing & Triage: Track inquiry metrics (response times, resolutions) within the CRM and cleanly escalate complex technical, financial, or contract issues to internal teams. - Knowledge Management: Identify recurring member friction points and proactively update member-facing FAQs and internal resource guides. - Application Lifecycle & Data Hygiene - Onboarding & Renewals: Own the administrative intake, vetting, and data entry for new member applications and account setups. - CRM Administration: Maintain pristine member records in Salesforce/HubSpot, executing routine data to ensure organization and contact information is accurate. - Reporting & Analytics: Handle basic list management, audience segmentation, and pull routine reports to give internal teams visibility into member engagement. - Marketing Operations & Event Support - Campaign Execution: Build and validate audience lists for member announcements, newsletter distributions, and targeted marketing email campaigns. - Quality Assurance: Proof outbound communications prior to distribution to ensure flawless formatting and compliance with brand standards. - Virtual Events: Assist with the logistical coordination, list prep, and production support for live and virtual member webinars and forums. Qualifications - Bachelor’s/Associate's degree OR equivalent professional experience, plus 1+ years in an administrative, help desk, customer success, or membership operations role. - Demonstrated ability to learn new software quickly and guide non-technical users through system navigation and troubleshooting. - Exceptional written and verbal communication; comfortable translating complex processes into simple, friendly instructions. - High attention to detail regarding data entry and recordkeeping, with the ability to manage competing, deadline-driven priorities. - Self-motivated and disciplined to work effectively in a fully remote environment. Requirements - Hands-on experience with CRMs (Salesforce or HubSpot). - Familiarity with marketing automation or support ticketing tools (Zendesk, Mailchimp, WordPress, Marketo, etc.). - Experience supporting webinar production or virtual event execution. - Background or interest in government contracting, defense tech, or member-based ecosystems. Benefits - Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage. - Vision Insurance: Fully covered. - Retirement Plans: 401(k) with employer match up to 4%. - Paid Time Off: Paid sick and safe leave, 10 federal holidays, floating holiday + your birthday, and generous vacation. - Other: Basic Life & AD&D policy company paid, Voluntary Life, Flexible & remote work structure, Wellness reimbursement plan & mental health support, Community sponsorships, Donation matching, Professional development allowance.
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