Member Experience
Member Success & Onboarding Lead
Own member onboarding, service and retention, helping people get value from the CoinPicks learning experience.
The difference you can make
Help every member find a clear starting point, receive dependable support and make useful progress.
The role
Guide new members from enrollment into the community, learning tools and support they need. Resolve friction, coordinate follow-through and use member feedback to improve the experience. This is a service and retention role, with no sales or upsell quota.
What you’ll own
- Own the handoff from enrollment and help new members access the community, courses and relevant tools.
- Create clear onboarding steps, useful check-ins and a dependable support and escalation process.
- Identify members who are struggling, understand their needs and coordinate practical support.
- Track onboarding completion, service quality, engagement and retention with clear definitions.
- Share recurring feedback with leadership, research and product teams to improve the member experience.
What you’ll bring
- Experience in member success, customer onboarding or service, with examples of improving the customer experience.
- Clear, empathetic communication and reliable follow-through across support requests and team handoffs.
- Ability to interpret onboarding and retention data and explain your contribution to measurable improvements.
Your first 90 days
- First 30 days: map the member journey, review support needs and agree onboarding and retention baselines.
- By day 60: improve the enrollment handoff and run a clear onboarding and follow-up process.
- By day 90: review member feedback and cohort outcomes and agree the next service improvements.
All ranges are in USD. Full-time roles show annual base salary; part-time, project and fractional roles show hourly rates. Commission is separate from base pay. All roles are in person in downtown Orlando, Florida. Final pay, scope, hours and any commission terms will be agreed in writing before an offer or engagement.
Introduce yourself
Apply for Member Success & Onboarding Lead
Tell us about the work you love doing and the difference you want to make. Share a project you’re proud of, explain your part in it, and show us how you would bring this role to life at CoinPicks.
Clear, specific answers in your own voice are welcome. All fields are required unless marked optional.
Equal opportunity at CoinPicks
CoinPicks is an equal opportunity employer. We hire and promote based on job-related qualifications and performance. Religious affiliation, beliefs or non-belief are not conditions of employment or advancement.
Read our equal opportunity and accommodation policy
We do not discriminate in hiring, pay, promotion, training or other employment decisions based on race, color, religion, national origin, sex (including pregnancy, sexual orientation and gender identity), age, disability, marital status, genetic information, or any other status protected by applicable law. We prohibit harassment and retaliation against anyone who raises a discrimination concern, requests a reasonable accommodation or participates in an investigation.
For our downtown Orlando workplace, we are committed to complying with applicable federal and Florida employment laws and the City of Orlando’s anti-discrimination requirements, including Chapter 57 of the Orlando City Code.
We provide reasonable accommodations as required by law, including for disabilities, pregnancy-related limitations and sincerely held religious beliefs or practices. To request an accommodation during the application or interview process, or to raise a concern, contact admin@coinpicks.app.