Member Services Lead

ACAC Greenville•Greenville, SC

1d•Onsite

About The Position

The Member Services Lead supports the day-to-day front desk operations by serving as a shift leader and primary point of contact during assigned hours. This role is highly hands-on, responsible for executing the team schedule, supporting team members on shift, and ensuring a consistently high level of member experience. The Lead partners with management but does not have direct responsibility for hiring, performance management, or departmental budgeting.

Requirements

High School diploma required
Prior customer service experience required
Strong interpersonal and problem-solving skills
Ability to remain calm and solution-oriented in a fast-paced environment
Strong organizational skills, particularly around scheduling and shift coordination
Proficient computer skills

Nice To Haves

college coursework preferred
Previous experience in a lead or senior team member role preferred

Responsibilities

Serve as the shift leader on the front desk, ensuring smooth daily operations
Create and manage team schedules; ensure proper shift coverage and make real-time adjustments as needed
Provide on-the-floor guidance, support, and coaching to team members during shifts
Act as the first point of escalation for member questions, concerns, and service recovery
Model exceptional customer service and set the tone for the team
Assist with onboarding and training of new team members (in partnership with management)
Monitor front desk operations and identify opportunities for improved efficiency and service
Communicate club updates, events, and expectations to team members
Maintain cleanliness and organization of the front desk and surrounding areas
Support club events and initiatives through front desk execution and member engagement
Maintain regularly scheduled hours on the desk, actively working scheduled shifts
Provide last minute shift coverage as required, up to a maximum of 40 hours per week