Member Support Specialist – Client Care & Resolutions

Planet Fitness; United States; On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) with employer matching

Annual bonus program

Free Black Card membership

Job summary

Planet Fitness is seeking a Member Support Specialist to own the end-to-end member experience, resolving billing inquiries, membership changes, and service requests across phone and chat channels.

The role requires exceptional communication, empathy, and the ability to work with cross-functional teams while protecting member privacy. Southeast or Northeast resident with travel up to 20% is preferred.

Qualifications

• Minimum 4+ years in customer service or a similar role, with leadership experience.
• Experience handling confidential information with integrity and discretion.
• Proven ability to balance member advocacy with business objectives.
• Proficiency with CRM systems such as Salesforce or Zendesk is required.

Responsibilities

• Own the member experience from initial contact to resolution across channels.
• Educate members on benefits, digital tools, and services to maximize value.
• Collaborate with IT, Marketing, Legal and Operations on escalated issues.
• Protect member information and ensure privacy compliance.
• Travel up to 20% to NH/MA offices and clubs as needed.

Skills

Customer service leadership

CRM platforms (Salesforce/Zendesk)

Effective communication

Travel readiness

Education

High School Diploma

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Planet Fitness is seeking a Member Support Specialist to own the end-to-end member experience, resolving billing inquiries, membership changes, and service requests across phone and chat channels.

The role requires exceptional communication, empathy, and the ability to work with cross-functional teams while protecting member privacy. Southeast or Northeast resident with travel up to 20% is preferred.