Customer Experience Coordinator - 20040

As we scale across multiple centers, the volume of member communications has outgrown what the on-site team can efficiently handle. Members reach out throughout the day via text, call, and messaging platforms to ask about class schedules, memberships, credits, billing, and enrollment — and the current setup creates gaps in response time and consistency.

This role exists to solve that problem. The Customer Experience Coordinator will serve as the central point of contact for member communication across all locations — handling inbound requests, managing lead follow-up, supporting pre-sale enrollment for new centers, and ensuring nothing falls through the cracks. The goal is to deliver a seamless, high-quality experience that reflects the brand, regardless of which center a member belongs to.

This is not a call center job. It requires judgment, communication skill, and the ability to make reasonable decisions independently. Over time, as the portfolio grows, this person has a clear path to becoming a team lead with direct reports.

Member Communication & Inbox Management

• →Manage inbound member communication across all locations via Podium (SMS and phone), email, and other messaging channels
• →Respond to member inquiries about class schedules, membership changes, holds, cancellations, billing questions, and general center information
• →Handle inbound phone calls when members escalate beyond text, communicating clearly and professionally on behalf of the brand
• →Ensure response times stay within established SLAs across all channels throughout the coverage window (approximately 9 AM – 8 PM ET)

Lead Follow-Up & Pre-Sale Support

• →Own the lead follow-up cadence using the internal tracker — ensuring no prospective member is left without a timely touchpoint
• →Support pre-sale enrollment efforts for centers that have not yet opened — guiding prospects through the sign-up process and moving them toward membership in Glowfox
• →Execute outbound follow-up sequences (text and email) for warm leads and trial expirations

Member Account Management

• →Process membership changes, holds, cancellations, class credits, and refund requests in Glowfox
• →Apply sound judgment to one-off situations — late arrivals requesting credits, refund disputes, billing discrepancies — escalating only when truly necessary
• →Maintain accurate member records and document all interactions in the appropriate systems

Cross-Center Coordination

• →Act as a communication bridge between members and on-site General Managers or Assistant General Managers when issues require center attention
• →Support multiple centers simultaneously, adapting to each location's membership size and volume patterns
• →Flag recurring member issues or operational bottlenecks to leadership with context and suggested solutions

Process & Systems Support

• →Follow established communication playbooks and SOPs, and surface areas where processes could be improved
• →Support the development of templated responses and communication workflows as the team scales
• →Stay current on class schedules, promotions, policy changes, and center updates across all locations

• 2+ years of experience in customer service, client communications, or a member-facing coordination role
• Exceptional written English — clear, professional, and conversational; members should never feel they are interacting with a support queue
• Strong verbal English for phone-based communication when needed
• Experience working within a CRM, ticketing, or membership management platform
• Comfortable making judgment calls independently — knows when to resolve, when to escalate, and how to communicate either outcome professionally
• Highly organized with the ability to manage multiple active conversations across centers simultaneously
• Reliable, self-directed, and accountable in a fully remote, independent contractor arrangement
• Available to work approximately 9 AM – 8 PM ET coverage window (shifts TBD based on center volume)

• Fluency or strong proficiency in Spanish and/or Portuguese — a significant advantage given member demographics across our markets
• Familiarity with Podium and/or Glowfox
• Background in fitness, youth programming, franchise operations, or consumer membership businesses
• Prior experience supporting multiple locations or clients simultaneously
• Executive assistant or operations coordination background
• Experience building or refining communication SOPs, templates, or follow-up workflows

You are the kind of person who reads a situation quickly and responds appropriately — without needing a script for every scenario. You take ownership of your inbox. You do not let things age. You communicate clearly, professionally, and warmly, and people feel well taken care of after they interact with you.

You are organized enough to manage a high volume of simultaneous conversations without anything slipping. You know when a situation calls for empathy, when it calls for a firm policy response, and when it needs to be escalated. You are not looking for a temporary gig — you want a role you can grow into and a team you can grow with.

You are also adaptable. This company is building something, and the role will evolve. The right person will see that as an opportunity, not a problem.

• Direct access to a founder-led leadership team that values initiative and rewards performance
• Clear growth path — this role is designed to become a team lead position as new centers come online
• Stable, full-time opportunity with a growing portfolio and ambitions well beyond the current business
• Work remotely as a key operational asset in a business that takes member experience seriously
• Competitive compensation for the region, with room to grow as the team scales