The Member Services Associate supports TESOL’s member experience by serving as a primary point of contact for members, affiliates, volunteers, and the public. This role helps ensure timely, professional, and culturally responsive communication while supporting membership operations, volunteer coordination, affiliate engagement, and event support.

The ideal candidate is highly organized, detail-oriented, and committed to creating a welcoming and positive experience for a diverse global community. This position plays an important operational role in helping TESOL deliver responsive member support and maintain strong community connections across programs and events, including the TESOL Annual Convention.

Key Responsibilities

Member Services & Engagement

• Respond to member, affiliate, volunteer, and public inquiries across email, phone, and web channels with professionalism and responsiveness.
• Provide accurate information regarding membership, programs, events, and services.
• Support membership onboarding and renewal processes and assist with resolving member issues.
• Escalate complex or sensitive inquiries as appropriate.
• Track recurring questions and feedback to support continuous improvement of member services.

Membership Data, Systems & Communications

• Maintain accurate member records within TESOL’s association management system.
• Perform routine data quality checks and assist with basic reporting activities.
• Support updates to membership-related web content and communications.
• Assist with membership announcements and outreach in coordination with the Communications and Marketing team.

Affiliate, Volunteer & Community Support

• Provide administrative and coordination support for TESOL affiliates and interest sections.
• Coordinate affiliate speaker requests and related communications.
• Support volunteer recruitment, onboarding, participation tracking, and record maintenance.
• Maintain organized documentation and communication systems for communities and volunteer groups.

Events & Operational Support

• Work closely with onsite lead for registration and badge pickup at the TESOL Annual Convention.
• Provide frontline attendee support during events and assist in resolving participant issues.
• Support event-related administrative and operational tasks as needed.

Qualifications

TESOL recognizes that strong candidates may bring a variety of experiences. The qualifications below are preferred but not required.

Education & Experience

• Bachelor’s degree or equivalent combination of education and experience.
• 1–3 years of experience in customer service, nonprofit organizations, associations, membership organizations, or related environments.
• Experience supporting members, volunteers, or community-based programs preferred.

Skills & Knowledge

• Strong customer service orientation and commitment to responsiveness and professionalism.
• Excellent written and verbal communication skills.
• Ability to communicate effectively across diverse cultural, linguistic, and global contexts.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Comfort learning and using database systems and digital tools.
• Proficiency with Microsoft Office; experience with AMS or CRM platforms preferred. 
• Commitment to equity, inclusion, and creating a welcoming member experience.

Working Environment & Requirements

TESOL operates in a primarily remote environment with an office in Alexandria, Virginia, available for employee use as needed.

This role requires:

• Occasional travel, including attendance at the TESOL Annual Convention and select meetings or events
• Ability to lift materials up to 25 pounds

Compensation & Benefits

TESOL offers a competitive salary and benefits package, including health coverage, retirement contributions, paid time off, and professional development support.

How to Apply

Please submit your resume and a cover letter to ed@tesol.org.

In your cover letter, please respond to one of the following questions:

• Describe a time you turned a difficult interaction into a positive experience for a customer, member, volunteer, or colleague.
• Describe a process or system you improved to help work run more smoothly or efficiently.
• Describe a situation where attention to detail was especially important. What was the outcome?

Please include a specific example and a brief reflection on what you learned from the experience.

Use of AI Tools

TESOL recognizes that AI tools can be helpful in drafting application materials. Candidates may use these tools as part of their process. However, submitted materials should clearly reflect your own experience, judgment, and voice.

We are particularly interested in candidates whose application materials demonstrate professionalism, responsiveness, attention to detail, and an interest in supporting TESOL’s global member community. Applications that are overly generic or not clearly tailored to this role may not be considered.

About TESOL International Association

TESOL International Association exists to support English language teaching professionals worldwide across diverse roles and contexts. We support them through learning, resources, advocacy and community. We are a community of over 11,000 English language professionals from across the globe. TESOL has an office in Alexandria, VA, with a staff that primarily works remotely.

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