Organization: National Center for Employee Ownership
Position Title: Part-Time Customer Service Support Associate
Location: Fully remote with strong preference for the Pacific/Mountain time zones
Supervisor: Director of Finance and Operations
FLSA Status: Non-Exempt
Application Open Date: July 2025
Target Start Date: September 2025
About the National Center for Employee Ownership
The National Center for Employee Ownership (NCEO) is the nation's leading organization for resources and information about employee ownership. Our work includes publications, conferences, surveys and research, seminars, webinars, training, outreach, and more. We have about 3,000 members, primarily consisting of employee-owned businesses, companies considering employee ownership, and service providers.
Staff members have considerable control over their own projects, working both independently and in teams. Unlike most nonprofits, we are primarily funded by membership dues and other revenue-generating activities. We operate with a high degree of transparency and expect all staff to be actively engaged in the organization. The environment is one of high expectations, entrepreneurship, and individual autonomy.
Position Summary
This role provides daily support to members and customers by monitoring and responding to inquiries via email and phone. The associate ensures timely, accurate assistance with member accounts, new memberships, renewals, Shopify orders, invoicing, payment processing, account updates, and general information requests related to the organization’s events, products, and services. This role is essential to maintaining a high standard of service and a positive member experience by addressing inquiries related to accounts, memberships, events, and product orders.
Key Responsibilities
Customer Service & Communication (85%)
- Monitor and respond to customer service inboxes during assigned hours
- Answer and triage phone calls and messages professionally
- Update customer records accurately in the CRM or relevant systems
- Provide prompt, clear, and courteous responses to member and customer questions
- Assist with member account setup and updates
- Troubleshoot account issues, including log-ins, password resets, and membership status checks
Membership Account Management (5%)
- Assist with new membership sign-ups and renewals
- Process account changes: adding/removing members, correcting account details, resetting passwords
- Handle inquiries about account status, billing, and membership benefits
- Member account management
Order & Payment Processing (5%)
- Process and monitor Shopify orders and payments
- Generate invoices and record payment receipts
General Information & Support (5%)
- Take detailed notes in team meetings
- Answer questions about the organization, programs, products, and upcoming events
- Direct inquiries to appropriate staff when needed
- Maintain up-to-date knowledge of the organization’s offerings
- Other related duties may be assigned as needed
Skills & Qualifications
We realize that great candidates may not have everything on this list. If you would be a great fit, we encourage you to apply!
Essential Experience, Skills, & Characteristics
- 1–3 years of customer service-related work experience
- Strong written and verbal communication skills
- Excellent customer service and interpersonal skills
- High attention to detail and accuracy
- Basic knowledge of online invoicing and order management (Shopify experience preferred)
- Proficiency with Google suite (Gmail, Google Drive, Google Docs, Google Sheets, etc.)
- Comfortable working independently in a remote environment
- Reliable internet connection and suitable home workspace
- Strong problem-solving skills and a proactive approach to resolving member issues
Ideal Experience, Skills, & Characteristics
- Previous remote work experience
- A quiet work environment with minimal distractions
- Bilingual in a language other than English and commonly spoken in the US
- CRM or membership databases (HubSpot experience preferred)
- Experience working with membership-based organizations (preferred)
Compensation, Benefits, & Culture
The base pay is $26.00 per hour. In addition to base pay, the NCEO offers opportunities for all staff to receive additional variable pay throughout the year. The amount of these “bonuses” cannot be pre-determined, and the criteria for earning may change each year. All full-time staff will receive equal amounts of any variable pay offered. Part-time staff will receive a prorated calculation, assuming satisfactory job performance.
There are 24 paydays per year; paydays are the 15th and last day of the month. Your first paycheck will be issued in accordance with your start date.
Benefits & Structure
This part time position does not qualify for health, disability, or 401(k) benefits.
Annual Leave
You will have three weeks of annual leave for the first three years of your employment, and you will accrue the right to that leave over the course of the year. You will have 10 paid sick days per work year, which will be available to you at hire. These hours will be prorated for part-time staff.
Holidays
You are eligible to take company holidays that occur as of your first day on the payroll. A list of observed holidays will be included in your onboarding. Part-time employees are eligible for paid holidays if the holiday falls on a typical workday.
Work Environment
- Fully remote
- No travel required
- Daily collaboration with the membership, customer service, and finance teams
- Regular communication via email, chat, and virtual meetings
- This position does not require overtime, and is strictly limited to 4 hours max per day
How to Apply
Applicants should browse www.nceo.org and www.esop.org to learn more about us and employee ownership before applying. Address application materials to Michelle Cronin, Director of Finance and Operations, and send them as attachments to an email to jobs@nceo.org. Every application should include a:
- cover letter
- resume
We will accept applications through August 1, 2025, at 11:59 p.m. PT.