Job Description

Position: Member Support Specialist
Type of Contract: Independent Contractor
Working Hours : US Business hours
Salary Range : $1.000 - $2.00 USD (depending on experience)
About the company
Our client is the largest online M&A platform for buyers and sellers of SMBs (small to medium-sized businesses). Their mission is to unleash the potential of private capital markets for the benefit of all entrepreneurs. To pursue this mission, they have built a pioneering digital transaction marketplace that radically improves the speed, confidentiality and success rates of small business M&A transactions. In 2024, over 10,000 SMBs pursued M&A via the platform, leading to over 1.6 million connections.
About the role
We are hiring a Member Support Specialist to manage the recurring workflows that support the company's buyside member operations. This role spans the full member lifecycle, including onboarding, qualification, platform engagement, and account hygiene, and ensures accuracy and consistency across associated data, processes, and communications.
Most of the work is operational and process-driven. You will verify member-submitted information, process agreements, maintain CRM records, and manage tasks across internal systems. You will become deeply familiar with the company's support playbooks, product surface area, and tooling infrastructure, and play a critical role in keeping our GTM workflows running smoothly.
You will also correspond with members by email, responding to inbound help requests and following up on proactive campaigns. Your writing will be thoughtful, accurate, and aligned with the company's brand to build trust and resolve issues efficiently.
Success in this role depends on mastering internal tools, understanding our support playbooks, and writing clearly and professionally. You will become an expert in the systems and workflows that support the buyside experience, and communicate in a tone that reflects the company's values: helpful, precise, and trustworthy.
This role is a great fit for someone who enjoys structured, detail-oriented work, communicates clearly, and takes pride in executing high-volume systems with care and consistency.
Responsibilities:

• Recurring Workflow Execution: You will own and execute high-volume operational workflows that support Axial's buyside member experience. This includes reviewing and verifying member-submitted data, processing agreements, enriching profiles, updating Salesforce records, and managing task queues across dashboards and internal systems.
• Email-Based Member Support: You will respond to inbound help requests from buyside members and follow up on replies to Axial's proactive outreach campaigns. Your email communication will be clear, thoughtful, and aligned with Axial's tone, helping members navigate the platform and resolve issues efficiently.
• Account and Project Review: You will conduct structured reviews of buyside accounts and active projects to ensure data accuracy, account integrity, and compliance with Axial's standards. You will flag inconsistencies, apply firmographic corrections, and surface gaps in information as needed.
• CRM and Platform Hygiene: You will help maintain the integrity of Axial's CRM and member-facing data. This includes updating firm and contact records, resolving suspended or outdated entries, identifying misclassified projects, and ensuring key fields are complete and accurate.
• Process Adherence and Tooling Proficiency: You will become fluent in Axial's internal systems and operational playbooks, using the right tools and workflows to complete tasks efficiently and consistently. You will help ensure platform operations remain reliable, scalable, and easy to support.
• Cross-Functional Support and Documentation: You will collaborate with internal teams to surface patterns in member questions, product issues, or workflow gaps. You will contribute to internal documentation and support resources to help scale our operational knowledge base.

Requeriments:

• 1-3 years of experience in customer support, client services, or a member-facing operations role
• Comfortable communicating directly with members via email. You can write clearly, empathetically, and professionally, with a tone that builds trust and reflects Axial's brand
• Highly responsive and organized. You manage your inbox efficiently, follow through on tasks, and prioritize effectively in a fast-moving environment
• Comfortable conducting online research to verify firm and contact details. You know how to navigate websites, LinkedIn, and public data sources to confirm information with accuracy and confidence
• Detail-oriented and process-minded. You are confident working across high-volume workflows and take pride in accuracy, consistency, and execution quality
• Comfortable learning and navigating internal systems, including tools used for CRM, task management, and support documentation
• Experience with Salesforce or similar CRMs is preferred
• Able to work East Coast (US) hours, Monday through Friday, from 8:30 AM to 5:30 PM

Working here:
We are a small and tight-knit team (currently 40 employees), and you'll have the opportunity to make a direct impact on the company's growth. While many of us work from around the world, we maintain a strong sense of connection and collaboration through regular team syncs, project-based cross-functional work, and virtual social events. Whether remote or in-person, we work hard together and enjoy finding ways to have fun together, including trivia nights, team retreats, and our annual company Day.
Below are the values we subscribe to as a company:

• Obsess Over Member Trust: Your daily choices reflect your awareness that we facilitate vital life-altering transactions. You take this responsibility seriously and it's top of mind.
• Expect and Deliver Excellence: You demonstrate consistency so that your colleagues feel confident partnering and relying on you. You demonstrate a personal commitment to continuous improvement.
• Communication Matters: You are concise and articulate in your communication, external or internal. You listen well and genuinely.
• Invent and Simplify: You are open-minded, looking for great new ideas that can elevate and even transform the member experience. You find novel ways to simplify complex status quos.
• Be an Owner: You think about the long-term effects of your decisions. You invest real time in building relationships with your colleagues.