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What you wish you were doing everyday...
What you're actually doing everyday...
You've no time left in the day for things that you should (must) do to promote your membership, get new members & engage with the ones you already have.
...over time with no focus on income producing activities, your membership could (and probably will) start to decline.
You know you need to get some help.
But it's not so easy.
Hi, I'm Kat - membership systems expert and owner of Your Online Team, an operations management agency just for membership businesses.
And I get it. Back in 2015, I was drowning in the day-to-day of my membership and needed help ASAP.
I hired my first VA. Her name was Jane and she was from the Philippines.
But I didn’t really know what to do with my shiny, new Virtual Assistant and struggled to ever delegate anything of use.
Hiring a team has its complications. And it takes a lot of time and effort.
Having a team member not doing much was like a little stress on me every day.
I had no idea how to utilise her properly and I had NO TIME to spend on proper training.
She was basically getting paid to do nothing. Great for her, not so great for me.
Eventually I let her go to save money and didn’t even really notice she was gone. Chalk one up for failed outsourcing by me.
It took a long time for me to try again. And it's taken YEARS of trial and error with my own team to get the mix right.
Now, my team are KICK-ASS, our business is super systematised and my core team help me grow my business every day.
I took 7 whole weeks off when I had my most recent baby and the business grew while I was gone. Yay.
Now, I don't have to do my business admin anymore but I still remember how much I hated it.
If only there were a way to outsource the day-to-day membership admin without having to spend loads of time sourcing, hiring, training, AND managing team...
You want to be able to outsource but you don't have the time.
You KNOW you need to stay consistent with your membership admin (the growth of your membership depends on it) but it seems to be all you ever do and it's dragging you down!
There MUST be an easier way.
My team can help you shortcut the whole process. We make it easy for you to quickly outsource your vitally important, member retaining tasks without compromising the integrity of your membership.
We make it easy, and fast to get out of the weeds of your membership.
No team hiring. No team training.
Slash your to-do list with:
by Your Online Team
The fastest, safest, and easiest way to outsource the most vital (member retaining) membership administration. Your customer support.
Daily Customer Care
Never answer a basic customer question ever again. Our trained team will answer your customer support tickets once daily (in perfect english, exactly as you would!)
Customer Response Library
Our team will delve into your support archives and create customer question response templates for your membership. Ensuring our team answer your tickets accurately.
Stress Free Escalation System
We know that you will still need to answer some customer questions, we have a system to help you do that (without it getting overwhelming for you).
Retention Focused Newsletter
And just because we can. We'll write and send your member newsletter each and every week. A vital retention strategy and one that many either skip completely or do sporadically.
Our experienced team of membership experts will swoop in and slash your daily to-do list. Our service is simple and massively effective.
“I’ve tried outsourcing in the past but always found training VA's took more time than me just doing the tasks myself. This service was a lifesaver...it was the best thing our business has ever done to allow us to grow. ”
We take care of your customer support, so you can take care of your business.
In the beginning - answering customer support questions personally can make a lot of sense. It helps develop a connection with your members and alerts you immediately to any fatal flaws with your systems.
But over time, as your membership grows (answering all of those emails takes up more and more of your day) you become distracted by admin and spend less time promoting your business and nurturing those members.
Ultimately slowing your growth.
I know your worried about outsourcing your customer service. Your members ARE your business. And let's be real. You can't just hand your valuable customers over to just anyone. That's a disaster waiting to happen.
The solution? You hire a Virtual Assistant and soon discover that their english isn't great or they just don't do things the way you do.
Or you spend so much time training your VA that it feels as if you might as well just go back to answering customer service questions yourself! It sounded easy in theory...
You can't keep answering countless support questions yourself (not if you want to grow your membership).
There is a better way, which is why we created Membership Support.
I'm here to tell you that you CAN safely outsource your customer service without spending loads of time training a team and needing to watch their every move. Hallelujah.
Your Online Team
Our Happy Customers Say...
I would never go back to doing it all myself...
It has been a relief to work with a team who have extensive membership experience and careful understanding of the support that I needed the most. Having this support has allowed me to focus on business growth and we have grown 150% in our time together!
KATIE WARDROBE // Midnight Music
Our workload decreased & our membership grew by 45%!
it was just so amazing to have Your Online Team to help us. And to come in with this wealth of experience. It was like, oh, we don't have to do it by ourselves anymore. Our wish list of outsourcing tasks is down by 75% and because we have more time to work on the things that matter, our membership is UP by 45%.
EMMA & CARLA // Merry Body
We handle your membership admin, so you don't have to.
How our Membership Support service works
Membership Support provides YOU with immediate relief from two of the most time consuming (and most essential) admin support tasks involved in running a membership business: Your customer service and your weekly newsletter.
- 1WE CREATE your custom Membership Support Manual (it's our secret sauce, details below) which becomes your ultimate customer service guide completely customised for your specific way of supporting customers in your membership. It's yours to keep. Without this, you simply cannot outsource customer service.
- 2WE HANDLE your Customer Support once daily including weekends and holidays using your Membership Support Manual and our escalation process designed to make sure even the trickiest question gets a timely and accurate response.
- 3OUR TEAM write and send your Weekly Newsletter each and every week using engaging templates designed to get your members to click the links and log into your community.
- 4YOU BREATHE a sigh of relief, confident that your customers are being taken care of and you now have time to get on with building the membership of your dreams.
Get back to the high level profit-making tasks you should be spending your time on.
Let's explore the Support Manual
Our secret sauce. The first & most essential step in our process
Your ultimate Customer Care Guide
This manual is our secret sauce. It's what makes our service so unique.
It's how we can go into your business and treat your customers how you want us to. Without this, you may as well get any random person to answer your customer support tickets (and have fun training them).
We need to get to know your business so we can tailor our approach to suit your customers. This is how we do that.
Custom response library specific to YOUR business
We create (and continue to update during our time together) a customer response library of relevant answers to your customers questions. Allowing our team to respond to your customers questions correctly and in language that fits you and your brand.
This library will grow over time and become a valuable tool for your future team.
Use to train future team members
Your Membership Support Manual becomes an essential tool for future team members.
Paired with our SOP Library (see below) you will have the tools you need to familiarise new staff with your brand and get them up to speed quickly.
BONUS: SOP Library
We hope you never leave us but if you do, we like to part ways with a gift. Our ever so useful Standard Operating Procedure library.
Containing our Master SOP Library spreadsheet and SOP template PLUS we will throw in our "How to create a member newsletter SOP" & "How to create and update canned email response library SOP" meaning your new (sniff, sob) customer service team can get up and running that much quicker.
Our first month together looks like...
Create Support Manual
We work together to create a kick-butt support manual.
Handle Customer Support
We officially take over your customer support. Yay!
Add in Member Newsletter
We create & send the first (of many) member newsletters!
And then? You sit back (deckchair, vino...)
Who Membership Support Is For
Who Membership Support Is NOT For
You could keep doing ALL the admin. Or get Membership Support.
We know memberships & we know systems
We know exactly what systems you needs most in your membership - and how to make it happen.
I'm Kat from Your Online Team. We've supported many membership owners helping them remove themselves from the day-to-day of their business. We would love to do the same for you.
Kat Jarman (Membership Support Expert)
Get COST EFFECTIVE, high quality support without having to manage it yourself!
This service is a no-brainer for busy membership owners. The best customer support without the hassle of hiring, training and managing your support team.
Your Online Team is different from
other Virtual Support agencies
...by far the best decision we've made...
Having YOT on my team gave us a lot more time to focus on our 'big picture' goals - something we never thought possible before. Working with YOT is by far the best decision we've made in terms of keeping our business growing!
If you are looking for people who care about your business productivity, big picture goals, and are fun to work with, Your Online Team is exactly who you need!
PAUL KIRKHAM // Amino Active
If I could have done this years ago when I started, I would have done this from day one.
I'm feeling more organized and my head is clear. I'm confident and I'm working on things that actually matter in the business so that I can get more revenue. And I mean, I'm on track for six figures with my membership.
STEVE MASTROIANNI // Rockstar Mind
Don't wait to get help until you're burned out and dreading Monday.
Frequently Asked Questions
What does Membership Support cost?
Membership Support is an ongoing service designed to remove you from the day-to-day customer support in your business.
First we create a customer Membership Support Manual for your business and then we dive in and become an integral part of your team.
For memberships with 50-300 members your investment is $999 upfront and then $599 per month. You can cancel the service at any time with 14 days notice. The upfront fee is non-refundable but you do get to keep your Membership Support Manual which you can use to quickly train future team members.
Our Extended Support Package is a 6-month retainer with a discounted upfront payment and no join fee.
OR 12 new members @ $50 a month should cover it.
Very do-able once you free up your time for those more profitable activities!
How does the Membership Support service work?
Simple. You sign up! We then work together to create your Membership Support Manual (14 days) and then we take over your daily customer support for a monthly fee.
And then you get to work on building your biz safe in the knowledge that your customers are being taken care of. Easy!!
How often will you check my support tickets?
Our team will check your support tickets daily. Minimum once a day including weekends and holidays. This means your customers will never have to wait more than 24 hours for a response to a query.
How will you answer my support tickets accurately?
It is very important to us to maintain a high-level of quality and part of that is ensuring your customers get the right answers to their questions every single time.
Our quality control process starts with the Membership Support Manual (basically designed to make sure we do a great job!) and ends with our team manually double checking every response before it is ever sent to a customer.
In addition we also have an Escalation Process, meaning if a customer asks a question that our team cannot answer accurately we will escalate that to the business owner.
What if I have a large membership (300+) with many daily customer service tickets?
Our pricing is based on a small - medium sized membership. If you sign up and we find during the onboarding process that your membership exceeds our estimates we will upgrade you to our next level support package.
You can contact us before purchase and we will create a custom package to suit.
Do you work with offshore Virtual Assistants ?
Absolutely. I love my Filipino team!
There's a reason that many companies around the world reply on offshore teams to handle their customer support (yes, sometimes done really badly).
Utilising my - already trained - Pino team enables you to access this service at an affordable rate. Using western team members the price would easily be 6x.
Here's why you can be confident in my team.
1. Setting up your Membership Support Manual gives them a framework designed to ensure a high quality of work.
2. I'm here overseeing and continuously training my wonderful team. I - and our quality assurance process - have your back.
3. Customer support is something that is easily (to us anyway) systematised and Filipinos are excellent and following processes.
Can I afford to get Membership Support?
Can you afford not to? Without help your membership admin will eventually consume your day and you will struggle to grow your business.
We offer a very cost effective way to immediately outsource two of the most time consuming membership admin tasks. Leaving you to work on income producing tasks!
Think of it this way, how many new members do you need to pay for the cost of Membership Support? 12 new members @ $50 a month? Very do-able once you free up your time for those more profitable activities.
Why is there a join fee?
We add a join fee to our monthly payment option to cover the setup and creation of your Membership Support Manual. This manual is yours to keep once/if you finish using our service and you will be able to use it to train future customer care members of your team!