Member Services Representative — Boutique Eco-Luxury Membership

Responsibilities

• Manage the complete service relationship for a boutique portfolio of eco-luxury vacation club members: handle reservations, answer product questions, coordinate special experience requests, and maintain ongoing contact through the annual membership cycle
• Conduct personalized onboarding for each new member: welcome call within 24 hours of purchase; document the specific experiences the member mentioned during the sales process; create a personal file that includes their travel preferences, sustainability interests, and property preferences
• Facilitate eco-resort reservations: Tulum boutique vacation clubs often access a network of eco-resort and wellness properties; booking the right property for a member's travel preferences requires product knowledge beyond standard accommodation scheduling
• Manage the rescission period with a values-led approach: the Tulum member who begins to doubt their purchase needs to hear about the product's sustainability credentials, the community of members they've joined, and the specific experiences the membership unlocks — not a defensive defense of the contract terms
• Handle member feedback on sustainability and environmental performance: the Tulum eco-luxury member is more likely than any other vacation club member type to provide detailed environmental performance feedback — this feedback is commercially valuable and should be documented and forwarded to property management
• Coordinate annual membership renewal communications and respond to upgrade or additional membership inquiries

Requirements

• Genuine personal connection to sustainability and eco-tourism values — the Tulum member will recognize authenticity and its absence with equal clarity
• Personalized, relationship-led service approach — this is not a script-based call center environment
• English fluency; ideally Spanish and a European language for the Tulum international member base
• Detail-oriented CRM management for personalized member profile maintenance
• Hospitality or member relations background

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing support in Tulum area
• Fixed monthly + retention and satisfaction bonus
• Access to eco-resort facilities
• Career track to Member Relations Manager or Experience Coordinator

Work environment

Boutique eco-luxury vacation club Member Services in Tulum. Personalized, relationship-led member contact environment in Mexico's most distinctive sustainability-positioned tourism destination.

About the role

The Tulum vacation club member who calls to book their second stay and mentions they specifically want the cenote sunrise experience they had last April — and the Member Services representative says "I remember you mentioned that — I've already checked availability for the cenote tour and here are the dates that work" — that is the interaction that generates a referral, an upgrade inquiry, and a member who tells their entire yoga retreat group about the membership. In a boutique operation, individual-level memory and anticipation is the service standard.