Member Experience Lead

New York Sports Club; Boston (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

New York Sports Club in Boston, MA is seeking a Front Desk Supervisor to provide a welcoming, safe environment and high level customer service during opening and closing hours. You will support the General Manager/AGM with member retention, AR collections and staff coaching, while ensuring a consistently excellent member experience.

The role requires 2-3 years of face-to-face customer service, 1+ year supervisory experience, and AED/CPR certification.

Qualifications

• 2-3 years of face-to-face customer service experience.
• At least 1 year of supervisory experience in fitness, hospitality, or retail.
• AED/CPR certified.

Responsibilities

• Promote and protect the customer experience through SSR development and service delivery.
• Engage with members and guests to drive referrals and retention.
• Respond promptly to member feedback and resolve issues with management escalation as needed.
• Oversee onboarding and development of staff; provide coaching and feedback.
• Assist in administrative tasks, including billing calls and account management.
• Maintain clean Welcome Desk and a friendly customer experience.
• Collaborate with GM/AGM to address incidents, maintenance or equipment issues.
• Communicate promotions and services to members and staff.
• Lead by example, ensuring brand standards and service-based leadership.

Skills

Customer service

Supervisory experience

POS systems

Communication

Team leadership

Tools

POS system

Job description

New York Sports Club in Boston, MA is seeking a Front Desk Supervisor to provide a welcoming, safe environment and high level customer service during opening and closing hours. You will support the General Manager/AGM with member retention, AR collections and staff coaching, while ensuring a consistently excellent member experience.

The role requires 2-3 years of face-to-face customer service, 1+ year supervisory experience, and AED/CPR certification.