Membership Specialist, EMEA (Hybrid)
OUR CULTURE
At FS-ISAC, how we work matters as much as what we do. We believe in:
• Collaboration – across members, partners, and internal teams.
• Collective success – wins are celebrated as a community.|
• Humility & curiosity – staying open, learning continuously.
• Open feedback – role-modeling growth through candid, constructive input.
POSITION SUMMARY
The Membership Specialist, EMEA (Europe, Middle East, and Africa) is a member-facing role responsible for delivering high-quality member experience across FS-ISAC’s programs, platforms, and services. Serving as a primary point of contact for our members, this role ensures timely, accurate, and responsive support while identifying and communicating with member needs internally. The ideal candidate is service-oriented, detail-driven, and effective at managing multiple requests in a fast-paced environment.
ESSENTIAL FUNCTIONS
• Serve as a primary point of contact for member inquiries related to FS-ISAC platforms, programs, and services.
• Respond to and resolve member service requests through the case management queue in a timely and professional manner.
• Ensure members receive requested products, services, and support efficiently and accurately.
• Communicate with member needs, feedback, and trends to internal teams to improve programs and services.
• Provide guidance to members on how to navigate and utilize FS-ISAC tools and resources.
• Monitor and manage service levels to meet response and resolution expectations.
• Support onboarding activities and ongoing member engagement efforts as needed.
• Maintain accurate records of member interactions and case resolutions.
POSITION QUALIFICATIONS
• Strong communication skills with the ability to engage professionally with a global member base.
• Strong relationship-building skills, with the ability to establish trust, engage members proactively, and maintain positive, long-term relationships that support member satisfaction and retention.
• Proven ability to manage multiple priorities and respond effectively in a high-volume environment.
• Detail-oriented with strong organizational and follow-through skills.
• Ability to work independently while collaborating effectively across teams.
• Interest in or basic understanding of cybersecurity or financial services is a plus.
COMPUTER SKILLS
Microsoft Office, SharePoint, SalesForce.
EDUCATION
Bachelor’s degree in a related field preferred.
EXPERIENCE
A minimum of two years of experience in customer-facing, member services, or account support role required.
WORK ENVIRONMENT
This is a hybrid position and must report to London, UK office two days per week. Regardless of the work location, the position requires a professional work environment, and the candidate must be able to meet the physical demands associated with the professional environment. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.
This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties, or skills required. Responsibilities may be modified or assigned as business needs evolve. All applicants must be authorized to work in the UK without company sponsorship.
Job Status: Full-Time
Reports To: Sr. Director of Member Services
Amount of Travel Required: Less than 5%
Work Location: London, UK (Hybrid)
Work Schedule: Normal Office Hours
