Redpoint

At Silk + Sonder, our members aren’t just customers, they’re people in the middle of real lives, real growth, and real transitions. Our Member Experience team exists to make sure every interaction feels human, supportive, and empowering.

We’re looking for a Member Experience Associate (Part-Time) who loves solving problems, takes pride in thoughtful communication, and wants to help create a world-class experience for our community. This is a fast-paced, high-ownership role that blends customer support, retention strategy, and operational excellence.

If you’re someone who enjoys helping others, thinking in systems, and making things smoother and better every day, we’d love to meet you.

What You’ll Do

Support Our Members with Care & Clarity

• Respond to member questions and requests via Gorgias with warmth, accuracy, and empathy.
• Resolve subscription changes (pauses, cancellations, renewals, upgrades) in a way that prioritizes trust and retention.
• Troubleshoot order, billing, and shipping issues across Shopify, Recharge, ShipHero, Stripe, and PayPal.
• Meet performance standards for response time and resolution, and follow up on anything unresolved.

Improve Retention & the Member Journey

• Help members find the right solutions for them - whether that’s a plan change, a recommendation, or a proactive check-in.
• Identify patterns in cancellations, friction points, or recurring questions and surface insights to the broader team.
• Support win-back and re-engagement efforts through thoughtful outreach and promotions.
• Look for opportunities to increase lifetime value in a member-first, non-pushy way.

Keep Our Systems Organized & Flowing

• Manage the Gorgias inbox to keep ticket volume healthy and ensure high-priority requests are handled quickly.
• Process a high volume of tickets while maintaining quality and care.
• Help improve internal workflows, macros, automations, and documentation to reduce manual work over time.

Contribute Beyond the Inbox

• Surface member pain points, ideas, and opportunities that can make the business and experience better.
• Take ownership of small projects related to retention, activation, or operational improvements.

What We’re Looking For

You might be a great fit if you’re someone who:

• Genuinely enjoys helping people and making things feel easier and calmer for others.
• Communicates clearly, kindly, and confidently in writing.
• Learns new tools quickly and isn’t intimidated by systems or data.
• Is organized, efficient, and able to juggle multiple requests at once.
• Has a strong sense of ownership, you don’t wait to be told twice.
• Thinks proactively about how things could work better, not just how they work now.
• Feels energized by a fast-moving environment and clear standards.

Experience with customer support and e-commerce tools such as Gorgias, Shopify, and Recharge is required.

Role Details

• Part-time (hours flexible within coverage needs)
• Remote