Member Experience Team Tier 1

Trulyfreehome is hiring a Member Experience Team Tier 1 professional for a Full Time role based in Remote. This Member Experience Team Tier 1 opening is built for someone who thrives on clear communication, calm problem-solving, and helping people resolve everyday questions with care and accuracy.

What This Role Involves

In the Member Experience Team Tier 1 seat at Trulyfreehome, you become an early contact point for members who need guidance, updates, or solutions to routine issues. Day to day, you interpret requests, apply documented processes, and deliver consistent, respectful service that keeps members informed. You balance speed with precision, document outcomes thoroughly, and know when to hand complex or sensitive cases to the next level of support. Working Full Time in Remote, you contribute to a steady, high-quality experience for everyone who reaches out, while continually refining how Tier 1 support is delivered.

Core Duties

• Respond to member inquiries promptly and professionally across the channels used by the Member Experience team
• Diagnose and resolve standard issues by following established playbooks and knowledge resources
• Explain steps, product details, and status updates in plain language so members understand next actions
• Log every interaction completely so case history remains accurate and usable for follow-up
• Recognize when a request exceeds Tier 1 scope and transfer it cleanly with full context
• Uphold service quality expectations while sharing practical observations that improve team workflows
• Coordinate with colleagues so members receive seamless support from first contact through resolution

Who We're Looking For

• Clear written and spoken communication skills suited to member-facing conversations
• Comfort using help desks, knowledge bases, and structured support processes
• Patience and composure when people are confused, rushed, or frustrated
• Strong attention to detail when documenting notes and following multi-step guidance
• Reliability in a Full Time Member Experience Team Tier 1 schedule and a collaborative attitude
• Prior customer service, support, success, or similar frontline experience is a plus, though not required if you learn systems quickly

About Trulyfreehome

Trulyfreehome is hiring for this Member Experience Team Tier 1 role and offers a supportive team environment where you can apply your strengths and grow with the work.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.