Escalation Specialist

Flex Fitness•,

1d•$72,000 - $81,500

About The Position

Flex Fitness is seeking a proactive, customer-focused Escalation Specialist to manage high-priority member issues and ensure swift, effective resolutions. The role serves as a liaison among members, front-line staff, and internal teams, troubleshooting problems, gathering information, and driving timely outcomes. It is suited to someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to a positive member experience. The Escalation Specialist coordinates cross-functional responses, investigates root causes, communicates progress, and maintains accurate CRM case records. The role also develops escalation playbooks and knowledge articles, identifies recurring issues, and uses escalation feedback to support product, process, and training improvements. This on-site or hybrid role involves regular collaboration with operations, frontline staff, and technology teams, with the opportunity to influence process improvements across departments. Regular daytime hours are expected, with potential for occasional after-hours coverage based on escalation volume.

Requirements

At least 2 years of experience in escalation management, customer support, or a similar role.
Ability to handle sensitive or confidential information with discretion.
Strong problem-solving skills and a structured, data-driven approach.
Excellent written and verbal communication skills and a calm, professional demeanor.
Ability to manage multiple complex cases concurrently and prioritize effectively.
Proficiency with CRM systems, ticketing tools, and standard office software.
Collaborative mindset and a track record of cross-functional teamwork.

Nice To Haves

Bachelor’s degree or equivalent experience.

Responsibilities

Act as the first point of contact for escalated member issues received through phone, email, and chat, and coordinate cross-functional responses.
Gather and document issue details, triage severity, and assign ownership to appropriate teams.
Investigate root causes, track progress, and provide clear, proactive updates to members and internal stakeholders.
Collaborate with Operations, Member Experience, Tech, and Gym Team leads to implement effective resolutions.
Develop and maintain escalation playbooks and knowledge articles to improve response times.
Identify patterns in escalations, surface systemic issues, and drive process improvements.
Ensure service levels and response times align with company standards and member expectations.
Capture feedback from escalations to inform product, process, and training enhancements.
Maintain accurate case records in the CRM, including actions taken, outcomes, and follow-ups.