Humans of Memberful: Eyal Avital

Eyal Avital joined the Customer Happiness team here at Memberful six years ago. He's passionate about helping people, enjoys traveling and food - and he loves finding creative solutions to customer challenges. Let's learn a little more!

Tell us about yourself - your background, your hobbies, and your career?

I'm a big fan of Mr Rogers and always wanted in some way to help people. That led me to 20 years in customer support, where I can guide, troubleshoot, and cheer our customers on!

Eyal loves searching for the best new restaurants

Thanks to a friend’s nudge, I found Memberful, and six years later, never looked back. When I’m not helping customers, I’m a foodie on the hunt for the best new hidden gem or plotting my next family adventure—with a coffee in one hand, and a snack in the other.

What does your day-to-day job here at Memberful entail?

Every day, is a fun, new adventure! I get to answer customers from all around the world and troubleshoot their issues. Whether it’s explaining our membership features or untangling a tricky problem, I’m glad to be here and make things easier for them.

Unwinding after a busy day helping customers at Memberful

With AI becoming a growing communication tool, I focus on keeping our support human—building real connections, actively pursuing their needs, and ensuring everyone feels supported, understood, and ready to succeed.

Can you please relive one of your favourite interactions with our (potential) customers?

A customer wanted to offer a promotion to members that we don't offer out of the box. Instead of saying "no," (we do our best not to) I found a creative solution using our API.

The custom solution met their needs and worked perfectly! We were all thrilled with the result, turning a challenge into a win.

In your opinion, what makes a great membership business?

I believe keeping your members engaged is the key to building a thriving subscription business. When creators genuinely connect with their members, it’s about more than just a monetary transaction—it’s creating a space where members feel like they belong to something.

Some of Eyal's foodie favourites

In a chaotic world, those connections can bring joy, connection, and a reason for members to stick around.

What lessons have you learned at Memberful?

I’ve learned that effective communication is key in customer support, whether it's face-to-face or online. While online support may seem easier, choosing the wrong tone or using unclear wording can quickly lead to customer frustration.

That’s why using our PREACH communication model (Proud, Responsible, Empathetic, Articulate, Concise, Human) is crucial when assisting every customer.

I truly love working with my support team, as everyone embodies these qualities in their customer interactions. My biggest takeaway? Great communication is a skill you build with practice and a willingness to learn from your missteps.

What three tips would you give to someone in your industry/department?

Here are three tips for success in customer support:

• Ask questions, then ask MORE questions, to fully understand your customer’s needs and get to the root of their issue.
• Follow up consistently if you don’t hear back — customers appreciate the effort in following through as everyone's busy.

Eyal at yet another restaurant!

• Stick to your commitments — keeping promises you made to customers builds trust and ensures long-term satisfaction. You said you'd email them on a certain day, don't forget! 😊