Head of Member Support & Communications
Head of Member Support & Communications
Code: 3L4 Division: Membership & Community Engagement Division Department: Leadership Reports To: Chief Membership & Community Officer (CMCO) Related Roles: Membership Support Representative, Engagement & Communications Manager, Member Retention Specialist
Role Summary
The Head of Member Support & Communications oversees all member support operations and ensures transparent, responsive communication with Built By DAO’s community. This role manages support teams, sets service standards, and implements communication strategies to maintain high levels of member satisfaction. The Head of Member Support & Communications acts as a central point of coordination, ensuring that members receive timely assistance and clear, consistent messaging.
Key Responsibilities
Task Group 1: Leadership and Oversight
Lead and mentor the member support and communications teams, fostering a culture of excellence and collaboration.
Establish performance metrics and service standards to maintain high-quality member support.
Conduct regular reviews of support operations and communication processes to identify and address gaps.
Task Group 2: Member Support Management
Oversee the resolution of member inquiries, ensuring timely and satisfactory outcomes.
Implement systems and tools to streamline support workflows and enhance responsiveness.
Address escalated member issues and ensure they are resolved effectively and professionally.
Task Group 3: Communication Strategy
Develop and implement communication strategies that keep members informed and engaged.
Ensure all messaging aligns with Built By DAO’s mission, values, and goals.
Collaborate with the Engagement & Communications Manager to manage newsletters, announcements, and feedback loops.
Task Group 4: Feedback and Continuous Improvement
Collect and analyze data from member interactions to improve support services and communication strategies.
Use member feedback to enhance the overall experience and refine operational practices.
Report key insights and recommendations to the CMCO and other leadership teams.
Task Group 5: Cross-Functional Collaboration
Work with the Membership Recruitment and Retention teams to align communication and support efforts with member growth and engagement strategies.
Partner with technical teams to ensure support systems are functioning efficiently and meeting member needs.
Represent the support and communications functions in organizational planning and strategy sessions.
Skills and Qualifications
Required Skills
Strong leadership and team management skills to oversee support and communication operations.
Excellent problem-solving and conflict-resolution abilities.
Proficiency in developing and implementing communication strategies.
Preferred Skills
Familiarity with customer service software and CRM systems.
Experience with data analysis tools for tracking support and communication metrics.
Qualifications
Bachelor’s degree in Communications, Customer Service, or a related field; Master’s degree preferred.
Minimum of 5 years of experience in customer support, member services, or communication roles, with at least 2 years in a leadership position.
Certification in customer service or communications (e.g., CCSP, IABC Certification) is advantageous.
Performance Metrics
Average resolution time and member satisfaction scores for support inquiries.
Engagement rates with member communication channels (e.g., newsletters, announcements).
Reduction in escalated issues through improved support processes.
Key Activities
Oversee team training and professional development to maintain high service standards.
Monitor communication channels to ensure timely updates and responses to member needs.
Develop support documentation and FAQs to address common inquiries proactively.
Tools and Resources
CRM and customer service platforms (e.g., Salesforce, Zendesk) for managing member interactions.
Email marketing and communication tools for outreach and updates.
Data analytics platforms for tracking support performance and engagement metrics.
Advancement Path
Promotion to Chief Membership & Community Officer (CMCO).
Opportunities to specialize in strategic communications or member experience design.
Work Environment
Office-based or remote, with a focus on digital communication and team coordination.
Frequent collaboration with internal teams and occasional travel for events or strategy sessions.
Flexible hours to address member needs and operational demands.
Supplemental Roles
Member Support Coordinator – 3L4-S1
Summary: The Member Support Coordinator assists the Head of Member Support & Communications by managing support tickets, tracking metrics, and preparing communication updates.
Key Tasks:
Log and monitor member inquiries, ensuring timely resolution and escalation as needed.
Compile and analyze support metrics to inform operational improvements.
Assist in drafting and distributing communication updates to members.
Skills and Qualifications:
Strong organizational and multitasking abilities.
Familiarity with support tools and communication platforms.
Experience in administrative or support roles is preferred.
Performance Metrics:
Timeliness and quality of support documentation and reporting.
Contribution to improved member satisfaction and communication clarity.
Feedback from the Head of Member Support & Communications and team members.
Advancement Path:
Promotion to Membership Support Representative or Engagement & Communications Manager.
Opportunities to specialize in member analytics or strategic communication support.
Work Environment:
Office-based or remote, with opportunities for direct member interaction and collaboration.
Additional Information
The Head of Member Support & Communications ensures that Built By DAO members receive exceptional support and clear communication, fostering trust and satisfaction. The Member Support Coordinator provides essential assistance, enabling the team to deliver seamless operations and impactful engagement strategies.
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