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Role Description

This position is remote based out of the following states: AL, AR, CO, FL, GA, IA, ID, IN, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NV, OH, OR, PA, SC, TN, TX, VA.

As a Guest & Member Support Specialist II, you elevate the guest experience by confidently navigating complex conversations and delivering high-quality support across all communication channels. You combine service excellence with performance accountability, helping drive retention, revenue, and guest loyalty through every interaction. In this role, you will:

• Manage inbound and outbound guest interactions across email, text, chat, and phone with professionalism and composure.
• Support higher-value bookings and nuanced membership conversations, including account changes and retention discussions.
• Independently handle complex guest scenarios and escalations with sound judgment.
• Resolve routine guest issues using documented processes while identifying opportunities to improve outcomes.
• Consistently meet or exceed performance metrics related to quality, productivity, and service-level expectations.
• Provide peer support and informal coaching to Specialist I team members, reinforcing best practices and standards.
• Demonstrate strong autonomy in decision-making while maintaining alignment with company policies and brand standards.
• Maintain consistently high performance across all assigned channels.

Qualifications

• Must be at least 18 years of age and possess a high school diploma or equivalent.
• Prior experience in customer service or business processing environments required.
• Demonstrated success in sales, retention, or conversion-driven performance with the ability to meet or exceed performance metrics.
• A private, distraction-free workspace with reliable high-speed internet and consistent availability and focus during scheduled working hours to support real-time responsiveness and performance expectations.
• Successful completion of a background check required.
• Ability to remain stationary at a desk and work on a computer for extended periods while communicating effectively via phone and Microsoft Teams, with or without reasonable accommodation.

Requirements

• Clear and professional written and verbal communication skills across phone and digital channels.
• Confident handling guest objections, nuanced membership conversations, and higher-value bookings.
• Strong attention to detail and accuracy in data entry and documentation.
• Proficiency navigating web-based booking systems, chat platforms, texting tools, and email systems.
• Strong multi-tasking, problem-solving, and critical-thinking skills.
• Reliability, consistent attendance, and schedule adherence.
• Ability to model strong performance standards and demonstrate leadership behaviors without formal authority.

Benefits

• The starting rate of this position is $20/hr. with the full salary range extending to $26/hr, reflecting growth and performance over time.
• Full-time employees at CircusTrix enjoy a competitive benefits package including medical, dental, and vision coverage, along with a 401(k) plan with company matching.
• Eligibility is based on age and tenure requirements.

Application Information

Application deadline: March 20, 2026. While we anticipate the application window will close on this date, Sky Zone reviews applications on a rolling basis and will consider candidates until the position is filled.

CircusTrix and its brands are proud to be equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all team members.