Member Experience Admin

Job Description:

The Member Experience Administrator will perform as a key contributor to the day-to-day execution of membership operations and member-facing engagement across NSTXL's member base. Reporting to the Director of Marketing, the selected Administrator will be responsible for an array of tasks in support of new and existing members throughout the full member lifecycle, including managing the membership inbox, processing applications, maintaining member data, and supporting marketing campaigns and communications. The Administrator will work closely with various departments, such as Marketing, IT, Finance, and Contracts, to resolve member needs and ensure a consistent and reliable member experience. The role requires a strong administrative skillset combined with customer service, CRM proficiency, and high attention to detail.

Essential Duties and Responsibilities:

Essential Duties and Responsibilities:

• Performs as the primary owner of the membership inbox, ensuring timely and accurate responses to incoming member inquiries.
• Triages and routes member requests to appropriate internal teams when needed.
• Tracks member inquiries, response times, and resolutions within CRM systems.
• Identifies recurring member questions and supports updates to FAQs and internal resources.
• Supports membership application intake, data entry, and tracking through the full application lifecycle.
• Supports account setup, onboarding coordination, and renewal processing.
• Maintains accurate and up-to-date member records, including contacts and organizational details.
• Enters, updates, and maintains member data within CRM systems such as Salesforce or HubSpot.
• Supports data hygiene efforts to ensure accuracy and completeness across records.
• Assists in list management, segmentation, and basic reporting needs.
• Generates routine reports to support internal team visibility into member activity and engagement.
• Supports execution of member communications, including email campaigns and announcements.
• Assists with preparation and coordination of webinars, events, and engagement initiatives.
• Builds and validates audience lists for communications and campaigns.
• Supports quality assurance of communications prior to distribution.
• Coordinates with internal teams including Marketing, IT, Finance, and Contracts to support member needs.
• Follows defined escalation paths to ensure timely resolution of issues.
• Maintains clear documentation and communication to support internal collaboration.
• Participates in team meetings, training, and ongoing development activities.
• Other duties as assigned.

Qualifications Expected for Position:

• Bachelor's degree, Associate's degree with relevant experience, or equivalent professional experience.
• 1+ years of professional experience in an administrative, customer service, member support, or operations role.
• Excellent verbal and written communication skills to convey information clearly and professionally.
• High attention to detail, particularly in data entry, recordkeeping, and process execution.
• Ability to manage multiple deadline-driven tasks and competing priorities while delivering accurate work.
• Demonstrated ability to learn new systems and tools quickly.
• Strong customer service orientation with the ability to maintain professional communication standards across all interactions.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• Strong sense of ethics and integrity to handle sensitive member information appropriately.
• Proficient with general office software such as Microsoft Office Suite.
• Ability to work effectively in a fully remote environment with reliable internet and a suitable home workspace.

Preferred Skills/Experience

• Direct experience with CRM platforms such as Salesforce or HubSpot.
• Experience supporting marketing operations, including email campaigns, audience segmentation, or event coordination.
• Familiarity with platforms such as WordPress, Zendesk, Mailchimp, Marketo, or similar marketing or support tools.
• Experience working in a structured, process-driven environment.
• Background in government contracting, defense, technology, or member-based organizations.
• Experience supporting webinar production or virtual event execution.

Location: 

• Remote

Travel:

• Travel for this position is estimated up to 10%

Equal Opportunity Employer:

NSTXL is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information.

What We Offer:

We strive to be one of the best places to work in America. We offer competitive salaries and benefits that include:

• 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

If you need any form of accommodation for the interview process, please let us know at the time we contact you.

We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. Currently we are only open to remote employees residing in the following states: AL, FL, IN, MO, NC, NM, OH, PA, SC, TN, TX, VA, WY