Member Care Supervisor

PCC Center•Redwood City, CA

3d•$20 - $22

About The Position

Peninsula Community Center, a ministry of Peninsula Covenant Church (PCC), builds community by providing personal, healthy and meaningful connection through aquatics, fitness, tennis and community programming. PCC is a vibrant and forward-thinking church located in Redwood City, dedicated to serving our community and making a positive impact through our outreach programs including our Community Center. PCC employs over 150 seasonal and part-time staff to support various community efforts. Our team thrives on flexibility, openness to change, and collaboration, with a shared passion for helping others and working together. PRINCIPAL OBJECTIVE To lead and support exceptional member service experiences that foster a welcoming, responsive, and community-centered environment. The Member Care Supervisor ensures that members feel valued, heard, and supported throughout every interaction, while overseeing daily front-line operations and staff performance. This role upholds service standards, models professionalism, and contributes to the organization’s mission of building community through positive, meaningful connections. PRINCIPAL WORKING RELATIONSHIPS This role reports to and works in close partnership with the Member Care Director to ensure consistent service delivery and alignment with organizational goals. The Member Care Supervisor collaborates with Member Care staff to provide coaching, guidance, and support, while serving as an accessible point of contact for members. The role also works cross-functionally with program, operations, and facility teams to ensure a seamless, safe, and welcoming member experience that reflects the organization’s values.

Requirements

Must be at least 18 years old with a clear Live Scan certification
Certifications: Must be CPR/AED and 1st Aid Certified (or willing to get certified within 3 months of starting position) and willing to perform CPR and other 1st Aid as needed
Mandated reporter certified
Must be a minimum of 18 years or older.
Must be able to lift up to 30+ pounds occasionally and 15-20 pounds frequently.
Ability to work in outdoor environments, with necessary weather protection (i.e. sunscreen, hat, sunglasses, etc.).
Background clearance required
Must adhere to and model PCC’s Safe Church policies
Ability to walk throughout PCC’s 16-acre campus, including stairs.
Lead: courage and proven ability to lead and influence members, co-workers, and guests
Concierge: Exceptional customer service skills; able to interact in a positive and professional way with direct reports, members, and co-workers, exceeding member expectations; upbeat and positive attitude
Compassionate and Courageously Kind: Good listener with the ability to empathize and problem solve; treat everyone with respect and kindness in all interactions; demonstrate being courageously kind in all communications (seek understanding, speak truth with respect, sustain boundaries, steer toward a win/win outcome, set free to choose)
Collaborator: Personable, friendly, and collaborative team player with high personal ownership over tasks
Office Skills: Organized and has the ability to handle multiple tasks; basic computer skills and ability to learn and use internal computer system; fluent in Google Chrome spreadsheets, docs, and calendaring

Responsibilities

Support and supervise Member Care team members by modeling service standards, coaching staff, and assisting the Director with systems, training, and daily operations.
Ensure members receive timely, professional, and solution-focused support; serve as an escalation point for complex or sensitive concerns.
Create a welcoming, organized, and member-ready environment by maintaining front-of-house standards and coordinating facility needs with the Facilities team.
Oversee front desk operations, including member and guest check-in, phone support, tours, transactions, and account updates.
Maintain clear, up-to-date procedures and training resources to support team consistency and effectiveness.
Contribute to a safe, positive workplace culture and participate in organization-wide meetings, events, and initiatives as needed.
Support Child Care team when needed.
Other duties as they support our Center Member Ministry.