Member Support Representative

About the role

Midtown is looking for a Member Support Representative to create positive, seamless experiences for members across every stage of their Midtown journey. As one of the primary points of contact for our members, you’ll answer questions, resolve concerns, and provide account support that strengthens member satisfaction and loyalty. This is a hybrid corporate role supporting members across the Midtown portfolio as an individual contributor within the Member Support team.

You will support member inquiries through phone, email, tickets, and other communication channels, handling a high volume of member requests and follow-ups.

Responsibilities

• Deliver responsive, professional support that creates a positive and easy member experience.
• Resolve member questions related to memberships, billing, reservations, programs, and club services.
• Document member interactions, requests, concerns, and resolutions accurately.
• Partner with club and corporate teams to investigate issues and identify solutions.
• Escalate complex concerns appropriately while maintaining ownership of member communication.
• Support continuous improvement by identifying common questions, trends, and workflow opportunities.

Requirements

• Background in customer service, hospitality, contact center support, or a related service-focused environment.
• Comfort handling multiple conversations, requests, and priorities simultaneously while maintaining accuracy and professionalism.
• Demonstrated ability to learn and navigate new systems, software applications, and service tools.
• Commitment to continuous learning, process improvement, and delivering exceptional member experiences.
• Alignment with Midtown’s core values: Win together, Glass half-full, Passionate about helping others, Better than yesterday, and Kind.

Skills

• Strong customer service and relationship-building skills.
• Effective written and verbal communication.
• Ability to navigate multiple systems and technology platforms.
• Strong organization, accuracy, and follow-through.
• Active listening and problem-solving.
• Empathy and professionalism.
• Adaptability and attention to detail.
• Collaboration.

How You’ll Know You’re Successful

• Members receive timely, accurate, and professional support.
• Requests and inquiries are resolved efficiently.
• Member feedback reflects positive service experiences.
• Documentation standards are consistently maintained.
• Escalations are appropriately managed and communicated.

Key Performance Indicators (KPIs) include response time, resolution time, member satisfaction, quality assurance scores, and documentation accuracy.

Pay

Hourly pay: $26.50

Benefits

• Complimentary individual Midtown club membership.
• Associate discounts, recognition programs, and professional development support.
• Medical, dental, and vision insurance where applicable.
• 401(k) retirement savings plan with company match.
• Paid time off and paid parental leave.
• Flexible Spending Accounts.
• Life, AD&D, and disability insurance.
• Additional benefits (see full benefits overview).