Member Services Coordinator
Remote (Miami based)
Supporting members through one of the most significant journeys of their lives
This Role Is Not for Everyone. That's the Point.
Our members are intended parents, surrogates, and donors navigating the surrogacy journey — often at the most emotional, high-stakes moments of their lives. That means membership coordination here isn't ticking boxes and updating spreadsheets. It's being the calm, capable person a member can rely on, every single time they reach out.
If you're the kind of person who notices when a form is missing before anyone asks, who can hold a difficult conversation with warmth and professionalism, and who genuinely takes pride in keeping things running smoothly behind the scenes — keep reading.
What You'll Actually Be Doing
This role comes down to being the glue that holds the member experience together. In practice, that means:
Being the first point of contact. You'll answer member inquiries and resolve issues with professionalism, empathy, and discretion — often being the calm, reassuring voice on the other end of a sensitive conversation.
Keeping operations moving. Coordinating appointments, operational logistics, and communications, and making sure every piece of documentation is completed and up to date, on time, every time.
Owning the data. Managing member records in the CRM and other systems, keeping everything accurate, current, and compliant with legal and regulatory standards.
Connecting the dots. Working across medical, legal, benefits, and operations teams and partners to make sure members get what they need, when they need it — and that nothing falls through the cracks between departments.
Handling billing with care. Overseeing membership billing and payments, monitoring accounts, and working with finance to sort out any discrepancies quickly and cleanly.
Making the journey better. Developing ways to improve member satisfaction, sending regular journey updates, following up proactively, and spotting opportunities to streamline how things are done.
Reporting on what matters. Tracking membership data and trends and keeping senior management informed on how the function is performing.
Who Thrives Here
You lead with empathy — you can connect with someone on a human level, even in emotionally sensitive conversations.
You're detail-oriented almost by instinct — records, data, and communications are always accurate on your watch.
You're a genuine team player who makes the people around you better, not just yourself.
You stay steady when things move fast or plans change at short notice.
You solve problems before they're escalated to you, and you're always looking for a better way to do things.
About You
2+ years of experience in membership coordination, customer service, or an administrative role.
Strong verbal and written communication skills, with a people-first, empathetic approach.
Excellent organisational skills and a keen eye for detail.
Confident using CRM systems, Google Suite, and Microsoft Office.
Comfortable problem-solving independently and collaborating across departments.
A high level of professionalism and discretion when handling sensitive or confidential information.
Nice to have:
Experience in reproductive health, healthcare, or the nonprofit sector.
Familiarity with membership or client relationship management systems.
Experience coordinating events, webinars, or other member-focused communications.
Work Environment
Fully remote, based in the Miami
Working alongside a global membership team and international partners.
A fast-paced, evolving environment where priorities can shift quickly.
Why This Role
You'll be part of a team helping people through one of the most meaningful journeys they'll ever take, with real ownership over how that experience feels day to day. It's a role where the small things — a quick response, an accurate record, a thoughtful follow-up — genuinely make a difference to someone's life.
If you're the person who makes people feel looked after, we want to hear from you.
Benefits
Work from home
Work Location: In person