Shopping Cart
User Login 
✨ Member Experience & Support Lead
Overview
(aka the Confetti Concierge Who Lives for a Color-Coded Spreadsheet)
Are you part Martha Stewart—ready with the perfect thank-you card, a celebratory cupcake, or just the right touch of sparkle—and part Katherine Johnson (the NASA mathematician portrayed in Hidden Figures)—bringing order, insight, and data-driven calm to fast-moving systems?
If so, you might be the magical unicorn we’re looking for.
We help writers land agents and book deals—and our clients aren’t just names on a list. They’re bold, brilliant creatives doing something big (and scary), and your role is to support, celebrate, and keep the engine running behind the scenes so they feel seen, supported, and set up for success.
What You’ll Be Doing
This role is equal parts logistics, support, and subtle sparkle. You’ll be:
- Checking our support inbox multiple times a day during business hours (9am–5pm ET) to respond to client questions about logins, billing, scheduling, and other logistics. You’ll start by clearing any overnight issues at 9am and close out the inbox around 5pm ET. Every ticket received during business hours is answered within 4 hours.
- Maintaining our member data systems by logging tags, updating spreadsheets, tracking milestones, and making sure no one falls through the cracks. You’ll help us know where every writer is in their journey—even before they do.
- Managing access to our digital spaces by admitting new members into our private Facebook group, troubleshooting logins, resetting passwords, and verifying course access.
- Tracking and supporting billing conversations including refunds, cancellations, and save attempts (we track success rates here!).
- Collaborating with our community and coaching team to ensure member touch points are logged, follow-up is smooth, and no client win goes uncheered.
- Helping celebrate wins big and small by coordinating and placing surprise swag orders (cards, mugs, cupcakes, etc.). It’s not daily, but when it happens, it matters.
- Assisting with launch season (2x/year) by expanding hours temporarily and attending a few (virtual) evening webinars and weekend shifts. These are pre-scheduled and add to the energy of our busiest moments.
You’re a Great Fit If You…
- Are obsessively detail-oriented and love cleaning up systems, spotting inconsistencies, and creating order.
- Are a clear, confident communicator who can write warm, on-brand responses that solve problems and make people feel heard.
- Have strong tech instincts and can learn platforms quickly (especially Google Workspace, WordPress, Wishlist Member, ActiveCampaign, ClickUp, and Facebook).
- Have compassion and patience for people struggling with tech and the emotional rollercoaster of chasing a dream. You can be calm in the chaos and kind under pressure.
- Are as comfortable in spreadsheets and tagging systems as you are talking a nervous writer out of a doubt spiral.
- Can proactively seek answers, troubleshoot issues independently, and ask smart questions when stuck.
- Understand how little details ripple out in a small team—and take ownership of getting them right.
Logistics
=> Hours: 20–25 hrs/week, M–F during business hours (9am–5pm ET)
=> Required check-ins: Clear out overnight issues at 9am ET, close out inbox at 5pm ET
=> Response time goal: Every ticket received during business hours is answered within 4 hours
=> Launch coverage: 2x/year launches require increased hours and include 3 evening webinars and weekend shifts (pre-scheduled)
Compensation & Team Culture
√ Pay: $18–$20/hr depending on experience
√ Participation in team bonus pools based on retention and launch performance
We’re a small but mighty team where everyone plays a key role—and where your work genuinely makes a difference (and gets noticed).
We:
≈ Communicate primarily via Google Chat. It’s casual, collaborative, and not uncommon for an entire conversation to be conducted in GIFs.
≈ Are light on meetings, but when we do gather, it’s Zoom, cameras on, coffee in hand, and usually at least one guest appearance from a from a two, or four-legged little person.
≈ Respect business hours, but we’re also flexible. Sometimes a great idea (or a funny meme) pops up after hours. We label things clearly, and most messages can wait till morning.
≈ Trust each other to take ownership, speak up when something feels off, and follow through with excellence—and a little humor.
Tools You’ll Use
» Gmail + Google Workspace (Docs, Sheets, Chat)
» WordPress + Wishlist Member (on our websites)
» ActiveCampaign (email service provider)
» Facebook (for our private groups)
» ClickUp (project management software)
📬 To Apply
Send an email with the subject line: Magical Unicorn Application
Include:
1. Why this job (and this vibe) feels like a match for you
2. Your experience with, and how you’re a rockstar at managing, the support, systems, and tech tools listed (or similar tools)
3. Your availability, including any windows you’re not at your desk (e.g., “I do school drop-off daily from 2:30–3:30pm ET”)
4. Your favorite organizational system, routine, or hack—especially if it helps you manage details, track people, or keep inbox chaos at bay
5. Feel free to share other areas of online business you’ve been actively involved in (we’re always curious what hidden talents people bring)
6. Please include your favorite GIF embedded in your email. Yes, we’re a little GIF happy—and the debate on how to pronounce the word rages on. Feel free to weigh in. But be sure you’re on my side of the argument. (jk) Be sure the GIF is in the body of the email, is a functioning GIF and not an attachment or link.
IMPORTANT: Though there is a time and place for AI, we’re hiring a human. Please be sure that your reply comes from your smart brain, not AI. 😉