Member Care Specialist

About Us: For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing. The Mission This Member Care Specialist role is for a high-touch, relationship-oriented operator who can balance fierce empathy with extreme operational rigor. You'll love this role if you're energized by building genuine relationships, keeping things organized and moving, and being the steady, reliable presence that guides estate planning attorneys through their membership journey from day one. You are equal parts member advocate, systems navigator, and clear communicator who takes pride in follow-through, consistency, and making sure no one falls through the cracks. You should not apply if you struggle with high-volume CRM management, prefer to work in isolation, or dislike working cross-functionally across technical, product, and coaching teams. Requirements What You’ll Do You’ll own the full lifecycle of assigned member accounts across our product portfolio, acting as their primary operational contact from onboarding through retention. Pillar 1: Membership Support & Tiered Triage Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets. Escalating to Coaching, Solutions Engineers, Product, or Web Developers when specialized follow-up is needed. Maintain an active account roster, proact