Team Lead, Customer Service​/HelpDesk

Job Title: Team Lead

Reports to: Club Manager

Status: Full Time / Supervisor / Non‑Exempt

Responsible for assisting in the oversight of gym operations to ensure a positive member experience.

• Assist in training and developing staff.
• Assist in member service oversight, ensuring all staff provide great customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls politely and friendly, assisting with questions or concerns.
  • Take informational calls.
  • Assist with member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Meet potential members and provide gym tours.
  • Facilitate member service issues and questions.
• Assist with team member management and provide backup support to the Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Help create and maintain a positive image for the club.
• Assist in overseeing cleanliness and appearance of the gym.
• Assist in managing marketing efforts, ensuring team members are aware and trained on current promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.

• Customer Service: communicate and interact with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
• Listening: actively listen to customers, empathise, and work together to solve the problem.
• Problem Solving: recognize and define problems; analyse relevant information; encourage alternative solutions and plan to resolve situations; seek additional assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions while using appropriate behaviour and language.
• Communication: maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Honesty and good work ethic.
• Strong customer service skills.
• Strong communication, organisational and leadership skills.
• Basic computer proficiency.

• Standing and walking at least 75% of the shift.
• Talking in person or on the phone at least 75% of the shift.
• Must be able to lift up to 50 lbs. less than 30% of the time.

• Dollars for Scholars Program
• Employee Appreciation Program
• Free Membership for self and one family member or friend
• Team Member Support Team
• Health, Dental and Vision Insurance
• Critical Illness Insurance
• Short Term Disability Insurance
• Accident Insurance
• Voluntary Life Insurance
• Pet Insurance
• HSA
• Advancement Opportunities
• Employee discounts
• Free uniforms

Compensation: $12.25 per hour

Seniority Level: Mid‑Senior level

Employment Type: Full‑time

Job Function: Information Technology

Industries: Wellness and Fitness Services

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.

Enhancing people’s lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We’re continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand.

With more than 2,000 locations in all 50 states and other countries, there’s plenty of opportunity on our Planet and we are always looking for talented individuals to join our team!

Our member mission says it best: our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. To use our product, members need to feel inspired and motivated. That’s where you come in. If you’re looking for a place where you can make a difference in a customer’s life, you’ve found it.

Come add your mojo to the Judgement Free Zone, but stay for the feeling that you’re making a difference on our Planet.