Guest & Member Support Specialist II

Sky Zone

1d • $20 - $26 • Remote

About The Position

At Sky Zone, our mission is to enrich lives through the power of boundless play – whether that’s on the trampoline court, behind the scenes, or at the corporate level. We believe play fuels confidence, connection, and joy, and we’re proud to create experiences that reflect that purpose in everything we do. As the leader in active indoor entertainment, we host unforgettable birthdays, team events, and school parties across the country. Backed by our parent company, CircusTrix, and recognized as a top franchise and growth brand, we continue to raise the bar for innovation and impact in the industry. Our culture is shaped by our core values: We Play Without Limits, Ignite Innovation, Grow Together, Fuel Joy, and Serve Big, Give Bigger. Whether in a park or a boardroom, these values guide how we lead, collaborate, and show up for each other and for the communities we serve.

You’re a confident, high-performing communicator who thrives in a fast-paced, guest-focused environment. You’re comfortable navigating complex conversations, solving problems in real time, and guiding guests toward solutions that best meet their needs. You’re motivated by delivering exceptional service while driving results. You consistently meet or exceed performance goals related to quality, conversion, and guest satisfaction, and you operate with strong judgment and autonomy while serving as a positive example for others on the team.

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.

You bring proven customer service experience, strong communication skills, and a track record of delivering results, with the confidence to navigate complex conversations, drive performance, and lead through influence.

As a Specialist II, you play a critical role in shaping the guest and member experience, particularly in moments that require clarity, confidence, and sound judgment. Your ability to deliver accurate, solution-oriented service directly impacts revenue, retention, and the trust guests place in Sky Zone. By modeling high standards and strengthening team performance, you help elevate the quality and consistency of every interaction – ensuring the joyful, seamless experiences that define our brand.

Requirements

• Must be at least 18 years of age and possess a high school diploma or equivalent.
• Availability to work a flexible schedule, including shifts between 9:00 AM – 9:00 PM EST with evening and/or weekend coverage required.
• 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.
• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED