Job Description

The Member Services Specialist (MSS) plays a key role in delivering a consistent, accurate, and five-star experience for every member. This team member bridges Accounting, Digital Operations, and the in-club team - executing membership changes, maintaining complete data integrity in MyAltea, and supporting the General Manager and FOH team with precise backend operations and clear member communication.

Key Responsibilities

Process membership changes (freezes, cancellations, upgrades/downgrades, transfers, and billing adjustments) accurately and within defined SLAs. Maintain complete and detailed member records in MyAltea, ensuring all information is current and correct. Ensure membership policies and billing rules are consistently applied and compliant across all clubs. Partner with Accounting to maintain billing integrity, support

revenue controls

, AR collections. and assist with local reconciliations as needed. Action membership-related requests triaged from the club's shared inbox with clear, timely, and brand-aligned communication to members via email or app. Collaborate with FOH, Membership Sales, and the GM to ensure inquiries are resolved quickly and members receive proactive updates. Serve as a subject-matter expert on membership policies and MyAltea workflows, supporting all departments with accurate information and troubleshooting. Support FOH, Membership Sales, and club management with back-end adjustments, account corrections, and data validation. Handle refunds, bank transfers, disputes, booking errors, and password resets with precision and professionalism. Ensure member perks, promotions, and programs are correctly applied and updated in real time. Identify recurring member issues or system errors and share insights with the Member Services Manager to improve accuracy and efficiency. Work with Digital Operations to identify and escalate recurring MyAltea or system issues requiring technical support. Assist Accounting with local membership reconciliations or other administrative needs. Act as the club's point person for key fobs, name tags, and other membership-related materials. Complete ad hoc duties and special projects as assigned to support operational or member experience goals.

Cross-Functional Collaboration

Partner with Accounting to ensure accurate billing, revenue controls, and timely reconciliation. Work closely with Digital Operations to maintain MyAltea functionality, resolve system issues, and improve workflow efficiency. Collaborate with Front of House (FOH) and General Managers to coordinate member inquiries, data updates, and issue resolution. Support the Sales team by validating new contracts, ensuring accurate membership setup, and maintaining documentation integrity. Communicate regularly with Club Leadership to share insights, updates, and trends that impact the member experience. Provide responsive support to Member Experience and Operations teams to ensure consistency between front- and back-of-house processes.

To land this role you need to have;

2+ years of experience in membership administration, customer service, or operations. Strong written and verbal communication skills. Tech-savvy with experience using CRMs or membership platforms (MyAltea or equivalent). Highly organized with exceptional attention to detail. Proactive problem-solver with a collaborative mindset. Passionate about fitness, wellness, and premium service delivery. All team members must provide a recent Criminal Background Check prior to commencement of training and/or work.

Success Metrics;

Member request SLA compliance (e.g., 24-48 hours). Accuracy of account adjustments (error rate <1%). Internal satisfaction from FOH/GMs on support quality. Reduction in repeat tickets or member escalations. Member satisfaction with digital communication.

Perks of this position include;

Competitive salary Complimentary individual and plus one membership Additional vacation time and flex days Group RRSP options Maternity/Paternity top up Team member perks Complete training and development package Working alongside great people in a culture that fosters empowerment Career-defining growth and development opportunities

In your cover letter, please include an explanation of why your experience is specifically relevant to this role. We want to hear about your personal experiences and understand why you believe this opportunity is the right fit for you.

PLEASE NOTE: The purpose of this job advertisement is to provide you with a glimpse into the full responsibilities. It is not a complete explanation of duties, responsibilities or requirements. We are an equal opportunity employer and believes in treating everyone fairly regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors. We consider all qualified applicants for employment and upon request will provide accommodations to candidates taking part in the selection process.





We thank you for your interest; however, only candidates selected for an interview will be contacted.