Member Support Center Lead & Coach

Planet Fitness - Excel Fitness; Durham (NC); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401(k)

Health insurance

Bonus based on performance

Paid time off

Opportunity for advancement

Job summary

A fitness organization is looking for a Member Support Center Manager in Durham, NC. The role involves leading site operations, managing a team, and ensuring high-quality customer service. Responsibilities include coaching supervisors, monitoring performance metrics, and addressing escalated issues. The ideal candidate should have 3-5 years of relevant experience, strong leadership skills, and familiarity with Planet Fitness practices. The position is full-time and may require some weekend or evening work. Competitive benefits are offered including health insurance and performance bonuses.

Qualifications

• At least 3–5 years of relevant customer contact experience.
• 2 years of management experience in contact center operations.
• Strong verbal and written communication skills.

Responsibilities

• Lead daily operations ensuring service standards are met.
• Monitor and evaluate call quality scorecards.
• Coach and develop Member Support Center Supervisors.

Skills

Leadership

Communication

Customer service

Judgement

Team management

Education

High School Diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

A fitness organization is looking for a Member Support Center Manager in Durham, NC. The role involves leading site operations, managing a team, and ensuring high-quality customer service. Responsibilities include coaching supervisors, monitoring performance metrics, and addressing escalated issues. The ideal candidate should have 3-5 years of relevant experience, strong leadership skills, and familiarity with Planet Fitness practices. The position is full-time and may require some weekend or evening work. Competitive benefits are offered including health insurance and performance bonuses.