Member Success Support Specialist

We are a rapidly growing app/website-based organization that serves the dental industry in North America. The service is an app and website that connects dental offices to book temporary workers – similar to the way Uber works, but for the dental industry.
Our Support team is growing and we’re looking for someone to join our team who is friendly, driven, out-going, a quick learner, and team oriented.
This is a remote working position, so the successful candidate will have good personal initiative and organization, as well as a place where they can do focused uninterrupted work.
The successful hire will be responsible for answering questions, solving problems, and helping our customers succeed. We are looking for someone permanent, long term who can learn and grow with the company.
It’s a part Time position for Sat and Sun 7am-3pm EST.
You will support on ZenDesk via e-mail and chat, no inbound calls (yet), but some outbound calls are required.
All our customers are in North America, so English fluency in spoken, written and comprehension is essential. A spoken accent is fine, but English must be clear, flowing and easy to understand.
Standard technical familiarity is important as well – how to use e-mail, chat, spreadsheets, websites, create word documents, use apps, etc. You must have a very good and reliable internet connection as well.
We look forward to hearing from you!
The Role
Team Contributions:

Actively collaborate with the team, contributing with a positive “can-do” attitude.

Offer proactive support to team members when needed, fostering a team-first mindset.

Present process improvement ideas to enhance efficiency and member satisfaction.

Maintain composure and flexibility during periods of change or high demand.

Supporting the Business:

Efficiently manage help desk tickets to maintain an accurate member database.

Respond promptly to tickets, calls, and inquiries to ensure timely resolution.

Address and resolve potential cancellations while providing creative solutions to obstacles.

Follow company processes to reduce ticket backlog and optimize workflows.

Responsibilities while on shift:

triage tickets:

change subject line

change priority

Endorse it

submit as

General inquiries

App issues

Cancellations

No shows

Shift issues

Fires/urgent

Update CC/Upload resume

Job ad approvals

Account updates and changes for hyg/DA’s

New Member Review (NMR)

First Shift Booked calls (FSB)

Member Engagement:

Exemplify our Delight Service Philosophy in every interaction with members.

Build trust and loyalty by delivering personalized support that exceeds expectations.

Proactively communicate updates and solutions to ensure seamless resolution of member concerns.

Foster long-term member relationships by providing consistent, high-quality experiences.

Maintain confidentiality and protect member information in line with company standards.

Ideal Profile

As a Member Success Support Specialist, you are the cornerstone of our members’ experience. Acting as the first point of contact for support, you will guide, assist, and delight members through their journey with TempStars. This role is ideal for someone who excels in investigating issues, problem-solving, and delivering accurate, empathetic solutions. Members will feel valued and cared for through your warm communication, proactive assistance, and commitment to excellence. You will work as part of a collaborative team dedicated to maintaining high standards of service while continuously enhancing the member experience.

Competencies & Skills:

Interpersonal Skills: Foster positive relationships with empathy and active listening.

Customer Focus: Always prioritize the member experience, aiming for a “wow” factor.

Problem-Solving: Analyze and resolve issues efficiently while maintaining accuracy.

Composure: Stay calm and professional under pressure.

Flexibility & Creativity: Adapt to unique situations and craft innovative solutions.

Team Collaboration: Contribute to a positive team environment with enthusiasm.

Technical Skills: Efficiently use systems to process tickets and member information.

Drive for Results: Stay motivated to exceed goals and member expectations.

What’s on Offer?

Fantastic work culture

Opportunity to make a positive impact

Opportunity within a company with a solid track record of performance

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