Member Services Team Lead

POSITION: Member Services Team Lead

REPORTS TO: Director of Member Services

DIRECT REPORTS: Member Services Representatives (MSRs)

FLSA: Hourly, Non-Exempt

FULL TIME: Monday-Friday 11:30AM - 8:00PM

COMPENSATION: $18.00- $20.00 per hour

JOIN OUR TEAM

At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive-embodied by members and team members alike-VASA is a place where lives are changed because of authentic connections made within our supportive community. Our people BELIEVE in our brand, are HARD WORKING, have HIGH STANDARDS, and GIVE ENERGY to others.

BENEFITS

We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 30 hours per week. All employees receive two complimentary gym memberships-one for themselves and another to give away-plus 401k options.

• 40- hours per week employees: Paid Time Off; Health, Dental, and Vision benefits; Paid Parental Leave; a Flexible Vacation Plan, and Paid Holidays.

Come join VASA Fitness and join a passionate, fun, and united team!

Proud to be a 'Great Place to Work' certified company!

PURPOSE

The Member Services Team Lead (MSTL) plays a pivotal role in delivering VASA's UPLIFTing culture by supporting, guiding, and coaching a team of Member Services Representatives (MSRs). The MSTL is responsible for driving a world-class member experience through performance management, escalation resolution, and ensuring operational excellence in customer service delivery across phone, email, and chat.

RESPONSIBILITIES

Leadership & Team Support

• Serve as the first point of contact for escalated member concerns and support representatives with resolution strategies.
• Foster a supportive, inclusive, and accountable team environment that reflects VASA's core values.
• Conduct weekly 1:1 coaching session with team members using structured templates to track metrics, recognize wins, and identify areas for improvement.
• Identify and leverage individual strengths while coaching on areas of growth to maximize team performance.

Performance Coaching & Development

• Monitor team metrics such as satisfaction scores, ticket resolution time, and contact handling volume using tools like Zendesk.
• Use satisfaction reports and dashboard insights to set individual and team performance goals.
• Deliver in-the-moment feedback to reinforce excellence and course-correct behaviors as needed.
• Maintain ongoing documentation of performance check-ins, goal setting, and follow-up action items.

Operational Excellence

• Ensure accurate and timely handling of escalations including supervisor callbacks, personal training cancellations, revoked/suspended accounts, and collections.
• Demonstrate expertise in billing company processes and complex account handling.
• Oversee daily workflows, monitor queues, and ensure even workload distribution across the team.

Customer Experience

• Model exceptional and uplifting service in all communications and interactions with members and team members.
• Support MSRs in handling inquiries related to billing, account management, business memberships, and membership changes.
• Drive a solutions-oriented culture by guiding representatives on diagnosis, empathy, resolution, and proactive communication.

QUALIFICATIONS

Required

• High school diploma or equivalent (GED)
• 3 years in a customer service environment, preferably in a high-volume contact center
• Strong written and verbal communication skills
• Proficiency with CRM/ticketing systems (Zendesk preferred)
• Ability to multitask and thrive in a fast-paced environment.
• Demonstrated ability to deescalate and resolve member issues effectively.

Preferred

• Experience in a leadership or coaching role
• Bilingual (Spanish/English)
• Prior experience working remotely or in a hybrid environment.
• Familiarity with membership or fitness industry operations

WORKING CONDITIONS

• Remote or corporate office environment with standard office equipment.
Must be available to work the designated shift (11:30 AM
• - 8:00 PM).
• Occasional variation in workload volume and intensity.
• Must be able to sit or stand for extended periods and lift up to 25 lbs occasionally.
• Occasional travel required for meetings & club visits.

PHYSICAL AND MENTAL ACTIVITIES AND REQUIREMENTS

• Physical Stamina: Ability to handle physical tasks, including lifting and working in various environments.
• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Physical Strength: Non-Sedentary work, standing and walking most of the time. Must be able to lift, push, pull, and move a minimum of 50 pounds.
• Reasoning Ability: Ability to deal with a variety of variables under limited standardization. Able to interpret various instructions and relay instructions to clients
• Attendance: This is an essential duty of the position. Employees must work regularly scheduled shifts during business hours to assist members and sell services in-person.
• Being a Facilities Project Coordinator, you play a crucial role in ensuring that vendor services support the smooth and efficient operation of a facility. This role requires a mix of technical expertise, organizational skills, and the ability to manage multiple tasks and people effectively.

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

VASA Fitness is an Equal Opportunity Employer