About Midtown

Midtown exists to inspire people to become their best selves through the power of movement, connection, and belonging. Founded in 1970, Midtown has grown from one tennis club in Chicago to owning andoperating eight luxury athletic clubs across the United States and Canada.

The Opportunity & Your Impact

Member Support Representative | Member Support

Midtown is looking for abilingual (French/English) 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.

Our Member Support Representatives are empathetic problem-solvers who communicate clearly, build trust, and ensure every interaction reflects Midtown’s commitment to exceptional service.

Job Overview

Hybrid corporate role supporting members across the Midtown portfolio.

Individual contributor role within the Member Support team.

Supports member inquiries through phone, email, tickets, and other communication channels.

Requires comfort handling a high volume of member requests and follow-ups.

HowYou’ll Contribute

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 andidentify solutions.

Escalate complex concerns appropriately whilemaintaining ownership of member communication.

Support continuous improvement byidentifyingcommon questions, trends, and workflow opportunities.

WhatYou’ll Need to Succeed

Required Skills

Bilingual fluency in French and English.

Strong customer service and relationship-building skills.

Effectivebilingual (French and English)written and verbal communication.

Ability to navigate multiple systems and technology platforms.

Strong organization, accuracy, and follow-through.

Core Competencies

Active listening.

Problem solving.

Empathy and professionalism.

Adaptability.

Attention to detail.

Collaboration.

Experience

Background in customer service, hospitality, contact center support, or a related service-focused environment.

Comfort handling multiple conversations, requests, and priorities simultaneously whilemaintaining 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.

Midtown Values

Alignment with Midtown’s core values: Win together, Glass half-full, Passionate about helping others, Better than yesterday, and Kind.

HowYou’ll KnowYou’re Successful

Members receivetimely,accurate, and professional support.

Requests and inquiries are resolved efficiently.

Member feedback reflects positive service experiences.

Documentation standards are consistentlymaintained.

Escalations are appropriately managed and communicated.

Key Performance Indicators (KPIs)

Response time.

Resolution time.

Member satisfaction.

Quality assurance scores.

Documentation accuracy.

Compensation & Benefits

Some of the benefits offered to eligible team members include:

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

And more

Please refer to our benefits overview for full details: https://careers.midtown.com/about-us/benefits/

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.

Midtown Athletic Clubs remote jobs

Pilates Coach / Instructor

Aquatics Coach

Swim Instructor

Yoga Instructor

Studio Manager

Sous Chef

Velocity Program Supervisor

Housekeeping Associate

Pilates Reformer Studio Manager

Lead F&B Associate

Hospitality Front Desk Lead

HIIT instructor

Fitness Coach/Personal Trainer

Tennis Professional

Member Support Representative (BILINGUAL FR/ENG)

Part-Time: Days, Kidtown/Childcare Associate

Line Cook (PT)

Kidtown Associate

Part time Housekeeping Associate (Female)

Serveur/euse

Hair Stylist/Barber