New Member Support Specialist

New Member Support Specialist

KidStrong is a private child development training center focused on brain, physical & character development for ages walking through 11 years old. KidStrong offers a science-based curriculum that is parent-focused and taught by professionals.

About the role

The New Member Support Specialist plays a critical role in centralizing and optimizing lead management across multiple KidStrong centers. This position is responsible for driving consistent follow-up, improving conversion rates, and supporting a predictable, scalable sales pipeline. By managing key lead segments and guiding prospective families through the enrollment journey, this role directly contributes to revenue growth and overall customer experience.

Responsibilities

• Oversee multiple categories of new member inquiries across several centers
• Manage a high volume of outbound communication and follow-up activities
• Execute outbound call campaigns to engage and follow up with assigned new member inquiries
• Apply established communication workflows and best practices to effectively nurture prospective members
• Maintain accurate records, detailed notes, and follow-up actions within the CRM system (GloFox)
• Deliver timely, consistent, and professional communication across all interactions
• Proactively guide inquiries through the pipeline, driving trial scheduling and membership enrollment
• Qualify new member inquiries through thoughtful discovery, confirming appropriate program fit based on age, readiness, and family expectations
• Use a consultative approach to understand family goals and position the program as a solution to their needs
• Clearly and confidently communicate the value, structure, and benefits of the KidStrong program
• Schedule trial classes directly into center calendars, ensuring accuracy and alignment with availability
• Prepare families for their first class by setting clear expectations and reducing uncertainty to improve attendance rates
• Introduce membership options, pricing, and enrollment pathways in a clear, transparent, and compelling manner
• Execute timely post-trial follow-up to gather feedback, address questions, and guide families toward enrollment decisions

Requirements

• Customer-Centric Communication: Strong verbal and written communication skills with the ability to build rapport quickly with families via phone, text, and email
• Consultative Sales Skills: Ability to identify customer needs, present solutions effectively, and guide prospects through decision-making with confidence and professionalism
• Relationship Building: Demonstrated ability to create trust and maintain positive relationships with new members during the onboarding process
• High-Volume Outreach Experience: Comfort managing a high volume of outbound and inbound communications while maintaining quality and responsiveness
• Organization & Time Management: Strong ability to prioritize tasks, manage follow-ups, and maintain attention to detail across multiple centers or workflows
• CRM Proficiency: Experience using customer relationship management systems (e.g., GloFox, Salesforce, HubSpot) to track interactions, manage pipelines, and ensure accountability
• Problem-Solving & Objection Handling: Ability to address questions, overcome concerns, and provide solutions that align with customer needs and company offerings
• Adaptability & Multitasking: Comfortable working in a fast-paced environment and balancing multiple conversations, schedules, and priorities simultaneously
• Technology & Communication Tools: Familiarity with text-based communication platforms (e.g., Podium) and scheduling systems
• Team Collaboration: Ability to work cross-functionally with center staff, coaches, and leadership to ensure seamless member experience

Qualifications

• 1–3 years of experience in sales, customer success, or member services (fitness, youth programs, or service-based industries preferred)
• Experience in outbound calling, appointment setting, or lead conversion roles
• Background in working with families, children’s programs, or community-based services
• Proven track record of meeting or exceeding performance metrics (e.g., bookings, conversions, retention)

Benefits

• Employee discounts
• Flexible schedule
• Free uniforms

Our People

We want to work with great people, want personal and professional growth, and want to make an impact.

Application

If you already have a resume on Indeed, apply here. If not, please contact the franchise location directly for an application.