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Culture and Member Service Chat (Member Success) Host

Introduction

Join Conversa Corps in launching CollabOps Academy, a groundbreaking professional training program that will transform how humanitarian and disaster organizations collaborate during crises. We're seeking a volunteer Mission Success Host that will play a vital role in bringing this vision to life. This role will be the first point of human connection for new Aid Arena members, Mission Success Hosts help foster belonging, engagement, and trust from day one.

This is your opportunity to not only provide exceptional customer service, but build a culture through compassionate communication, consistent follow-up, and genuine interest in each member and their work, Mission Success Hosts ensure that every member feels seen, supported, and ready to participate meaningfully in the Aid Arena ecosystem.

Company Overview

Conversa Corps’ mission is to help those who help humanity and life on earth during crisis, disasters and emergencies to work better together by helping them coordinate their response. We bring together global teams working to assist in an emergency or support those who do, and we give them a space to find each other, talk, and plan their efforts together. They discover each other, chat, collaborate and combine efforts for improved crisis, disaster and emergency response. We bring together organizations from across the world such as Non-Governmental Organizations (NGOs), government, volunteer and local community groups into a single, diverse online chat environment. This environment is hosted in Slack and is called Aid Arena. We also provide advanced technologies to assist member teams to find each other, connect to resources, knowledge and partnerships.

Benefits of Volunteering

Gain new skills or enhance existing ones, such as communication, leadership, project management, and technical expertise, which can be valuable for career growth. Broaden your perspective and experience by working in a field that is global, brings personal fulfillment and where you can learn how we as human race come to the aid of those who need it. You’ll collaborate with a passionate team dedicated to improving disaster response globally while gaining hands-on experience with cutting-edge technologies. Your work will directly impact humanitarian efforts, right now, helping responders find the resources they need to save lives. Plus, you’ll build a network of like-minded professionals committed to creating positive change. Set yourself apart from the crowd, show you are willing to do good with your talents, and include this job in your resume!

Role Summary

Mission Success Hosts are responsible for guiding new Aid Arena members through the early stages of their onboarding experience while helping them embrace the cultural adaptation needed to thrive in our collaborative community. This includes welcoming new members, answering basic questions, helping them navigate tools such as Slack and Aid Base, and encouraging early engagement and relationship-building. The primary role begins with making members feel comfortable in the space and building genuine trust as the foundation of the relationship. From this trust base, Mission Success Hosts guide members through the functional aspects of chat best practices while simultaneously helping members open up, share about themselves, and understand the deeper community and culture being established. Mission Success Hosts monitor the progress, comfort level, and cultural adaptation of approximately 12 assigned members at a time (this ratio may adjust based on observed engagement patterns), identify any barriers to participation, and escalate concerns to the Member Success Manager as needed. This role is ideal for individuals who have exceptional empathy and sympathy, enjoy connecting with others, have strong emotional intelligence, and want to help build an inclusive and collaborative community.

Position Summary

• Member Welcome & OnboardingPersonally welcome assigned new members using a warm, friendly, and inclusive approach that emphasizes genuine interest in them and their work
• Initiate first contact within 24 hours of the member joining Aid Arena
• Provide clear orientation to key platforms, including Slack channels, Aid Base, and community navigation basics
• Conduct periodic check-ins during the first week to ensure comfort and answer questions
• Help members understand how they can contribute based on their organization's role and capabilities
• Engagement Support & Community IntegrationEncourage new members to participate in discussions, join relevant channels, and connect with people, teams, and opportunities aligned with their interests
• Ask thoughtful, open-ended questions to understand each member's goals, motivations, and engagement needs while helping them open up and share about themselves authentically
• Serve as a supportive guide by making tailored suggestions that help new members integrate into the community
• Practice "improv theater"—ad hoc, unscripted collaboration with other Mission Success Hosts and Facilitators to create seamless member experiences
• Identify "matchmaking" opportunities where members could connect based on shared interests, sectors, or complementary capabilities, and share these insights with other Mission Success Hosts
• Make gradual 1-on-1 introductions between members before facilitating channel introductions
• Guide members to comfortably engage with entire channels, encouraging them to open up, share, make friends, and form relationships
• Training & Compliance SupportEnsure members understand that basic CollabOps training is required within 3 months of joining
• Explain the value and benefits of training for effective participation
• Encourage and coax members into signing up for and completing training
• Ensure members sign required User Agreement
• Guide members through Slack profile updates and completion
• Request and facilitate annual updates to Aid Base entries for member organizations
• Tracking & ReportingTrack onboarding activities, member progress, and cultural adaptation using the provided checklist and engagement tools
• Maintain accurate notes on interactions, questions, potential concerns, and member comfort level
• Provide concise weekly updates to the Member Success Manager
• Escalate disengagement patterns, complex questions, barriers to participation, or concerns to the Member Success Manager in a timely manner
• Collaboration & Continuous ImprovementParticipate in occasional Mission Success Host team check-ins, training sessions, or feedback conversations
• Provide input on improvements to onboarding scripts, checklists, and member engagement strategies
• Support a culture of community, empathy, and shared learning within the Member Success Team
• Share observations about member needs and gaps with Communications & Marketing team to identify community-building opportunities
• QualificationsExperience or interest in community engagement, member support, customer success, peer mentoring, or related volunteer work with demonstrated ability to build trust and belonging (professional experience not required)
• Track record of empathetic engagement and helping others feel comfortable and valued
• Comfort using digital platforms such as Slack or similar communication tools
• Strong written communication skills with a warm, friendly, and professional tone
• High degree of reliability and follow-through
• Alignment with Conversa Corps' mission, values, and collaborative culture
• Interest in humanitarian work, disaster response, or crisis coordination (experience not required)
• Completion of basic CollabOps training (101 and 102 courses) required before beginning Mission Success Host role (we offer for free)
• Commitment to ongoing learning and professional development
• Skills and CompetenciesEmotional Intelligence (EQ): Exceptional empathy, sympathy, and genuine interest in people and their work. Reads tone well, responds empathetically, and adapts communication style to meet individuals where they are
• Relationship Building: Excellence in building trust and comfort through text-based communication. Creates a welcoming environment and builds rapport quickly
• Active Listening: Asks thoughtful, open-ended questions and listens for context, needs, and concerns. Ability to help members open up and share about themselves authentically
• Communication: Clear, warm, approachable communicator comfortable in written and virtual formats
• Organization & Time Management: Tracks interactions effectively and ensures timely follow-up. Ability to maintain consistent member contact
• Situational Awareness: Recognizes when members are disengaging or experiencing challenges and escalates appropriately. Proactive problem-solving and resourcefulness
• Inclusivity & Cultural Competence: Engages respectfully with members from a wide range of backgrounds, identities, and lived experiences. Cultural sensitivity and ability to work across diverse organizations
• Cultural Adaptation Focus: Patience and supportive coaching approach with focus on helping members understand and embrace community culture
• Collaborative Teamwork: Ability to practice "improv theater"—ad hoc, unscripted collaboration with other Mission Success Hosts and Facilitators
• Matchmaking Intuition: Intuition for identifying opportunities to facilitate meaningful member connections based on shared interests and complementary capabilities
• Curiosity & Motivation: Genuinely interested in people, their goals, and what helps them thrive
• CollabOps Understanding: Understanding of CollabOps principles and best practices

Why Volunteer with Us?

• Make a real impact on global crisis response and humanitarian aid
• Gain experience in HR in a non-profit
• Fully remote and flexible role

How to Apply

Interested volunteers should send a resume and cover letter to abrown@conversacorps.org