Escalation Specialist

Job Title

Escalation Specialist

Company Overview

Flex Fitness is a dynamic and growing fitness company dedicated to helping people achieve their health and wellness goals. We pride ourselves on delivering exceptional experiences through streamlined operations, clear processes, and timely execution. Join our team and contribute to a fast-paced environment where organization, collaboration, and accountability matter.

Role Summary

We are seeking a proactive and customer-focused Escalation Specialist to manage high-priority issues and ensure swift, effective resolutions. You will serve as the liaison between members, front-line staff, and internal teams to troubleshoot problems, gather necessary information, and drive timely outcomes. This role is ideal for someone who thrives in a fast-paced environment, loves problem-solving, and is committed to maintaining a positive member experience.

Key Responsibilities

• Act as the first point of contact for escalated member issues from multiple channels (phone, email, chat) and coordinate cross-functional responses
• Gather and document issue details, triage severity, and assign ownership to appropriate teams
• Investigate root causes, track progress, and provide clear, proactive updates to members and internal stakeholders
• Collaborate with Operations, Member Experience, Tech, and Gym Team leads to implement effective resolutions
• Develop and maintain escalation playbooks and knowledge articles to improve response times
• Identify patterns in escalations to surface systemic issues and drive process improvements
• Ensure service levels and response times align with company standards and member expectations
• Capture feedback from escalations to inform product, process, and training enhancements
• Maintain accurate case records in the CRM, including actions taken, outcomes, and follow-ups

Qualifications

• 2+ years of experience in escalation management, customer support, or a similar role
• Proven ability to handle sensitive or confidential information with discretion
• Strong problem-solving skills with a structured, data-driven approach
• Excellent written and verbal communication, with a calm, professional demeanor
• Ability to manage multiple complex cases concurrently and prioritize effectively
• Proficiency with CRM systems, ticketing tools, and standard office software
• Collaborative mindset with a track record of cross-functional teamwork
• Bachelor’s degree or equivalent experience preferred

Work Environment

• On-site or hybrid role with a fast-paced, member-centric culture
• Regular collaboration with operations, frontline staff, and technology teams
• Opportunity to influence process improvements across multiple departments

Schedule and Compensation

• Competitive base pay
• Regular daytime hours with potential for occasional after-hours coverage based on escalation volume
• Benefits package and paid time off in line with tenure and role

What We Value

• Strong judgment and decision-making under pressure
• Proactive communication and accountability
• Customer-centric mindset with a focus on first-resolution when possible
• Detail-oriented approach to documenting cases and tracking outcomes

How This Role Contributes to Flex Fitness

The Escalation Specialist ensures that high-priority member issues are resolved efficiently and transparently, protecting the member experience and maintaining trust in Flex Fitness. By coordinating cross-functional responses, documenting learnings, and driving process improvements, you help uphold our commitment to reliable service, operational excellence, and a positive, member-first culture.