Member Success Specialist - Temporary

Member Success Specialist - Temporary

Gravity Haus

This is a temporary position to cover a 4 month maternity leave.

Job Type: Full-time, Temporary

Key Responsibilities Member Support & Communication

• Serve as the primary contact for all member inquiries through the Help Desk, ensuring timely, empathetic, and professional responses (within 72 hours or less).
• Provide personalized assistance to members across multiple communication channels (email, phone, and chat), ensuring clarity and consistency.
• Oversee the complimentary-night program, verifying eligibility, usage compliance, and accurate tracking.
• Identify and elevate high‑touch or sensitive member issues to leadership when appropriate.
• Maintain deep knowledge of membership tiers, benefits, and Gravity Haus properties to deliver accurate and proactive support.

Billing, Payments & Financial Administration

• Manage all aspects of member billing, including monitoring and resolving failed payments, updating credit cards, and reconciling member accounts.
• Build systems to monitor and reconcile failed, canceled, paused, refunded, unpaid, etc payments.
• Ensure billing accuracy and data integrity across systems such as Stripe, Hub Spot, and internal reports.
• Resolve discrepancies, process refunds, and manage adjustments efficiently.
• Communicate with members regarding billing issues with professionalism, discretion, and transparency.
• Maintain accurate, compliant documentation of all financial interactions related to membership.

Renewals, Retention & Reporting

• Manage the full renewal process from outreach through billing and retention tracking.
• Perform member renewal data cleanup.

System Optimization & Technology Transition

• Audit and clean existing member databases (Hub Spot, Stripe, Help Desk) to ensure data consistency and accuracy.
• Collaborate with Product teams to prepare systems and data for integration into the new Gravity Haus app.
• Identify process gaps and develop scalable solutions to improve the overall member experience.
• Maintain a strong understanding of system interactions and dependencies to ensure smooth data flow and operational transparency.

Process Development & Internal Collaboration

• Work cross‑functionally with Operations, Marketing, Sales, and Product teams to align communication and improve the overall member journey.
• Lead continuous improvement efforts to enhance efficiency, responsiveness, and member satisfaction.
• Input new member data for clean tracking.

Community Engagement & Brand Advocacy

• Represent Gravity Haus with warmth, professionalism, and enthusiasm in every member interaction.
• Act as the internal voice of the member, providing actionable feedback to leadership and product teams.
• Collaborate with the Membership Sales and Marketing teams on referral programs, engagement initiatives, and renewal campaigns.

What We’re Looking For

• 4+ years of experience in member relations, hospitality management, or customer success.
• Strong understanding of billing and payment systems (Stripe preferred) and CRM tools (Hub Spot preferred).
• Exceptional communication and interpersonal skills with a customer‑first mindset.
• Proven organizational and analytical skills with a focus on process improvement.
• Comfortable managing multiple priorities independently in a fast‑paced, evolving environment.

About Gravity Haus

Gravity Haus is a community‑driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

Core Values

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All‑In” + Go the Distance
• Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full‑time team members enjoy health insurance, a 401(k) with company match, and an All‑In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part‑time team member benefits vary.

Salary: $25.00/hr

Seniority level

• Mid‑Senior level

Employment type

• Temporary

Job function

• Management and Manufacturing
• Hospitality

#J-18808-Ljbffr