Member Support Specialist

About Us

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the world by number of members and locations. As of March
31, 2026, Planet Fitness had approximately 21.5 million members and 2,909 clubs in all 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia and Spain. The Company’s mission is to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone. Approximately 90% of Planet Fitness clubs are owned and operated by independent business owners.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!)

in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events!

It means creating a positive impact in our local communities through our Judgement Free Generation philanthropic initiative. It means being part of a brand that you can be proud of!

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

The Member Support Specialist will serve as the primary point of contact for our members, owning the end-to-end member experience by providing personalized support, resolving complex account matters, and ensuring every interaction reflects the Planet Fitness Judgement Free Zone philosophy. This role is empowered to resolve member concerns through thoughtful decision-making while balancing member satisfaction with company policies and business objectives.

As Planet Fitness evolves into a centralized Member Services model, this role will become the trusted expert responsible for managing member accounts and experiences through phone, chat, email, and other communication channels. The Member Support Specialist will deliver a seamless, consistent, and high-quality experience for members across the organization.

Simultaneously, the Member Support Specialist will act as a critical internal resource, assisting internal team members with complex member inquiries, troubleshooting system issues, and clarifying operational procedures.

The ideal candidate possesses exceptional communication skills (Written and verbal), a high level of empathy, and strong technical aptitude to handle both customer-facing and back-end support seamlessly.

For team collaboration and member support purposes, the ideal candidate will currently reside in the Southeast US-region or in the Northeast US-region.

• Serve as the primary owner of the member experience by resolving account questions, billing inquiries, membership changes, profile updates, and service requests frominitialcontact through resolution.
• Build trust and confidence with members by providing empathetic,timely, and personalized support across multiple communication channels(Phoneand Chat)
• Evaluate individual member situations and exercise sound judgment to determine appropriate service recovery solutions within established guidelines.
• Educate members on membership benefits, digital tools, and available services to maximize the value of their Planet Fitness experience.
• Consistently deliverservicethatreflects Planet Fitness' Judgement Free Zone philosophy while balancing member satisfaction with…