Member Vetting & Support Associate Full-time position Material Bank Europe, London We’re hiring a Member Vetting & Support Associate for Material Bank’s growing European business. Reporting to the Head of Member Services in Europe, this is a fast-paced, detail-oriented role that requires candidates to work in a team environment and support our growing community. You'll play a critical part in keeping our process efficient and timely—and will gain a huge insight into Material Bank’s member community of Architects & Designers. A willingness to roll-up your sleeves, jump right in, and take ownership will make a huge impact. What you’ll do: Qualify inbound membership applications Analyze and manipulate data to identify trends, patterns, and priorities Make decisions on membership approvals based on established criteria and guidelines Maintain documentation with meticulous attention to detail Communicate with applicants in a professional, patient, and friendly manner Handle accounts for prospective and approved members with empathy Go the extra mile to wow members in each interaction by providing high level and prompt responses to member queries through multiple channels (chat, email, text, phone) Identify member needs and help members use specific features of the platform Research and problem-solve to determine appropriate solutions for members, think proactively and set follow-ups as needed to ensure contact resolution Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) Build sustainable relationships of trust through open and interactive communication Follow communication procedures, guidelines, and policies Assess risks and issues, alerting management when needed Determine and implement process improvement What you’ll bring 2+ years of experience working in a technology-first environment 2+ years of customer service experience Excellent communication skills (written, verbal, and listening) Fluency in multiple European languages a plus Ability to multi-task (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment Ability to pivot, perform and deliver around tight deadlines Ability to work effectively, both independently and as part of a team Ability to adapt to change with the business needs of the company Proficiency in using computers, both for data entry, as well as for rapid navigation through systems to help support our customers Flexibility in shift schedule as required Architecture & Design industry experience preferred Membership qualification experience a plus Content management experience a plus Gated website experience a plus Material Bank Leadership Principles: Speed Matters Good Judgment Dive Deep Simplify Think Big Team Player Drive Results What you’ll get from us: Our people: If you thrive in an inclusive, innovative, and fast-paced organization, look no further! You will get to work alongside some of the brightest minds - Join a genuinely fun and supportive workplace where we keep our employees consistently engaged through internal communication and corporate events Growth: We’ll help you take your career to the next level. We want you to be creative and take initiative which will allow you to grow and create within the company. Most importantly, be the best at what matters! Competitive package and benefits Hybrid working pattern About Material Bank Material Bank is the world’s largest material marketplace for the architecture and design industry, providing the fastest and most powerful way to search and sample materials. Material Bank connects design professionals to hundreds of manufacturers through facilitating brand discovery, rep engagement, and material sampling. Material Bank has transformed the way an entire industry discovers and samples materials. By removing the friction that exists in the process, we drive business between architects and designers (Members) and our Brand Partners (clients). Our powerful material database and proprietary robotic distribution facility allow members to order samples until 6:30 (CET) to be delivered free of charge anywhere in Europe, in one box, by the next day. Learn more about us at www.materialbank.eu
