Lead Membership Support Specialist

Overview

Our Commitment to Equity

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Job Summary

The Lead Membership Support Specialist provides high-level customer support to branches and serves as a primary point of escalation for complex membership issues, translating needs and system-related challenges to OSS, App Support, and other internal partners as needed. This role oversees digital webform processes to ensure timely, accurate, and consistent service delivery across the association. The Lead manages day-to-day omni-channel support operations, including email, chat, and outbound calling (as needed for collections, saves, and service recovery), while actively monitoring and upholding established Service Level Agreements (SLAs).

In addition to frontline leadership, this role leads special administrative projects such as auditing, refunds, membership adjustments, ensuring accuracy, compliance, and consistency in centralized membership operations. Lead Membership Support Specialist serves as a key operational resource for branches and internal teams, high-quality service standards, continuous improvement, and a seamless member experience across all channels.

Position Type/Expected Hours of Work

This is a full-time, hybrid position requiring at least 2 days per week in office.

What you'll get from working at The Y

* Membership to the YMCA of Greater Seattle for you and your household

* Medical, Dental, Vision, and Life insurance

* Retirement with generous employer contributions

* Free access to mental health resources

* Rapidly accruing paid time off (PTO)

* Full-time employees qualify for a 50% discount, and part-time employees qualify for a 25% discount, on eligible Childcare Services.

* Some benefits only available to full-time staff

Hiring range: $24.00/hr - $28.00/hr

Responsibilities

* Provide high-volume, omni-channel member support through inbound phone calls, chats, emails, and outbound calling as needed (collections, saves, follow-ups), ensuring timely, professional, and accurate service.

* Deliver positive, motivational member interactions that support the YMCA's Whole Person Health

* Serve as the first point of escalation for the Membership Support/Navigator team, using YMCA policies and procedures to determine immediate resolution and identifying when managerial escalation is required.

* Provide guidance and mentorship to frontline support staff, reinforcing service standards, problem-solving skills, and accountability.

* Research, diagnose, and resolve complex membership and program issues, including:

* Nationwide screenings and waivers

* Health insurance and Well Hub usage

* Rate increases and financial assistance support

* Age upgrades and downgrades (audits)

* Discount audits and validations

* Swim Seattle processing

* Centralized membership setups (Employee, Foster, CDPP, Corporate, etc.)

* Lead and support mass refund processing, billing corrections, and centralized membership adjustments with a high level of accuracy.

* Oversee and process data, case, and webform submissions, ensuring service level agreements (SLAs), accuracy, and documentation standards are met.

* Provide BBB and formal complaint support, ensuring compliant, professional, and timely response and resolution

* Support YMCA
360 account troubleshooting and YStore order inquiries.

* Conduct discount audits, data validation, and SOP creation, ensuring consistency, compliance, and operational integrity.

* Assist with Quality Assurance efforts, including auditing phone, email, chat, and webform interactions to ensure team goals and performance standards are met.

* Support resource management and staffing coverage, including shift coverage monitoring and shift swap requests.

* Process monetary transactions and data entry with exceptional attention to detail and financial accuracy.

* Provide targeted outreach and support to at-risk members, prospects who have not joined or enrolled, and members needing additional engagement.

* Conduct follow-up on survey feedback, documenting trends, escalations, and service recovery actions

* Write and document support tickets and constituent feedback to inform leadership, OSS, App Support, and cross-functional partners.

* Support branch and Association Office (AO) events, including Gates Desk shifts and operational event assistance as needed.

* Attend mandatory training sessions to stay updated on customer service, program or organizational policy changes

* Other duties as assigned

All employees and volunteers are responsible for adhering to abuse prevention policies, maintaining appropriate boundaries, completing required training, reporting suspicious or inappropriate…