Member Services Lead

The Member Services Lead supports the day-to-day front desk operations by serving as a shift leader and primary point of contact during assigned hours. This role is highly hands-on, responsible for executing the team schedule, supporting team members on shift, and ensuring a consistently high level of member experience. The Lead partners with management but does not have direct responsibility for hiring, performance management, or departmental budgeting.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. · Serve as the shift leader on the front desk, ensuring smooth daily operations · Create and manage team schedules; ensure proper shift coverage and make real-time adjustments as needed · Provide on-the-floor guidance, support, and coaching to team members during shifts · Act as the first point of escalation for member questions, concerns, and service recovery · Model exceptional customer service and set the tone for the team · Assist with onboarding and training of new team members (in partnership with management) · Monitor front desk operations and identify opportunities for improved efficiency and service · Communicate club updates, events, and expectations to team members · Maintain cleanliness and organization of the front desk and surrounding areas · Support club events and initiatives through front desk execution and member engagement · Maintain regularly scheduled hours on the desk, actively working scheduled shifts · Provide last minute shift coverage as required, up to a maximum of 40 hours per week