Team Lead, Customer Service​/HelpDesk

Job Title and Reporting

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.
• Oversee member service to ensure all staff provide great customer experience.
• Handle front desk tasks: answer phone calls politely and friendly, take information calls, assist with member check‑ins, sign‑ups, cancellations, and update member account information, greet 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.
• Create and maintain a positive image for the club.
• Oversee cleanliness and appearance of the gym.
• Manage marketing efforts, ensuring the team is aware and trained on current promotions.
• Order supplies, keep inventory, and track reports as needed.
• Communicate and interact with customers, coworkers, and the public to exceed their wants and needs.
• Actively listen, empathize, and collaborate to solve problems.
• Recognize, analyze, and define problems; encourage alternative solutions and plan resolutions.
• Demonstrate diplomacy, tact, and appropriate language in all interactions.
• Maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Honesty and strong work ethic.
• Strong customer service skills.
• Strong communication, organizational, 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.
• Ability to lift up to 50 lbs. less than 30% of the time.

• Employee discounts.
• Flexible schedule.
• Free uniforms.
• Health insurance.
• Opportunity for advancement.
• Training & development.
• Vision insurance.
• 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.