Position Title:

Member Experience Assistant Lead Department:

Member Experience Employment Type:

Hourly, Non-Exempt Pay Rate:

$20 per hour

Schedule:

40 Hours Per Week - Includes required Saturday or Sunday shift based on scheduling need Position Summary The Member Experience Assistant Lead plays a critical frontline leadership role in delivering an exceptional, consistent, and engaging experience for all members. This position is responsible for ensuring proper staffing and coverage, enforcing company policies, overseeing membership setup and accuracy, and serving as a primary point of contact for customer service and member engagement. The Member Experience Assistant Lead actively supports retention efforts by building strong relationships, resolving issues proactively, and setting the tone for professionalism and hospitality on the floor. Key Responsibilities - Staffing & Coverage Coordinate daily staffing schedules to ensure adequate front desk and facility coverage at all times. Act as the primary on-site lead during assigned shifts. Address call-outs and coverage gaps in real time, escalating as needed. Support onboarding and shift readiness for Member Experience Team Members. Policy Adherence & Operational Standards Ensure all company policies, procedures, and standards are consistently followed. Serve as a resource for policy clarification and enforcement with both members and staff. Maintain a clean, organized, and welcoming front desk and member-facing environment. Membership Setup & Administration Oversee accurate membership setup, changes, freezes, upgrades, and cancellations. Ensure member accounts are properly documented and compliant with company policies. Assist members with billing questions, account troubleshooting, and system navigation. Customer Service & Issue Resolution Deliver high-level customer service through prompt, professional, and empathetic interactions. Resolve member concerns and complaints efficiently while protecting the member relationship. Identify recurring issues and communicate trends or improvement opportunities to leadership. Member Engagement & Retention Actively engage members to foster a welcoming, community-driven environment. Support retention efforts through relationship-building, follow-ups, and proactive outreach. Promote programs, services, and events that enhance member value and satisfaction. Weekend Leadership Serve as the lead on duty during assigned Saturday and Sunday shifts. Ensure weekend operations run smoothly with appropriate staffing, coverage, and service levels. Provide leadership presence and decision-making support during off-peak leadership hours. Qualifications 1+ years of customer service or member-facing experience, preferably in fitness, hospitality, or service-based environments. Previous leadership, lead, or supervisory experience preferred. Strong communication and conflict-resolution skills. High attention to detail with the ability to manage multiple priorities simultaneously. Comfortable enforcing policies while maintaining a positive member experience. Reliable availability for required weekend shifts. Skills & Competencies Exceptional interpersonal and communication skills Leadership presence and accountability Problem-solving and decision-making ability Time management and organizational skills Member-first mindset with a focus on retention Proficiency with membership management systems and basic computer applications Physical & Work Requirements Ability to stand and move throughout the facility for extended periods. Ability to lift up to 25 lbs if needed. Comfortable working in a fast-paced, member-facing environment. Why This Role Matters The Member Experience Assistant Lead is instrumental in shaping daily member interactions and driving long-term retention. This role bridges frontline service and leadership, ensuring members feel supported, engaged, and confident in their decision to be part of our community.

Job Type:

Full-time Pay:

From $20.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person