Member Support Lead

About NCSA College Recruiting

NCSA College Recruiting is the world largest college recruiting platform, providing student-athletes content, tools, coaching and access to a network of 40,000 college coaches across 37 sports. NCSA is an online experience of IMG Academy, the world’s leading sports education brand and one of the Best and Brightest Companies to Work For in the Nation in 2024 and Top Remote Places to Work in 2024. IMG Academy provides a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. Additional on-campus and online experiences include:

• Boarding school and camps, via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via IMG Academy+, with a focus on personal development through the lens of sport and performance
  
  

Member Support Lead

Position Summary

The Member Support Lead demonstrates the highest-level skills of customer service, problem-solving and conflict resolution for our members. This position manages all forms of financial inquiries from our members, including cancellation and refund requests. The Member Support Lead uses his/her superior communication and problem-solving skills to resolve common problems that our members face to help them steer towards success with their memberships, while remaining committed to company revenue goals.

Position Responsibilities

• Manages all forms of inbound contact (phone calls, emails, texts) from members of the NCSA network.
• Provides a world-class customer experience to NCSA’s clients.
• Manages all forms of financial inquiries from current clients, including cancellation and refund requests.
• Manages all forms of escalations, with the primary goal of resolving problems and issues.
• Accountable to client experience as well as company revenue goals.
• Coaches NCSA student-athletes and families as needed.
  
  

Knowledge, Skills And Abilities

• World-class customer service skills
• Exceptional problem-solving skills
• Organized and detail oriented
• Strong work ethic with team player attitude and mentality
• Excellent writing skills
• Proficiency with Microsoft Word, Excel, Salesforce and Outlook
• Goal-oriented with a desire to succeed.
• Passionate about college athletics
• Full time, 40 hrs/week, Monday-Friday. Overtime is not expected.
  
  

Preferred Skills

• Bilingual in English and Spanish
• Prior experience in sports, either as an athlete or coach at high school or higher level
  
  

Background Requirements

• Requires a background check upon offer
  
  

Benefits

As a full-time member of our team, you will enjoy a comprehensive offering listed below. Connect with your talent acquisition specialist to learn more about benefits for our part-time roles.

• Comprehensive Medical, Dental and Vision
• Flexible Spending Account and Health Savings Account options
• 401k with an Employer Match
• Short Term and Long Term Disability
• Group and Supplemental Life & AD&D
• Gym Discount Program
• Pet Insurance
• Wellbeing Program
• and more!
  
  

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Get To Know Us Better

www.ncsasports.org

www.ncsasports.org/careers

NCSA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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