Guest & Member Support Specialist II

**CircusTrix dba** **Sky Zone** **Guest \& Member Support Specialist II** **Full\-time** **Remote in approved states** **Department: Commercial** **Reports to: Guest \& Member Support Manager** **Travel: N/A** **FLSA: Non\-Exempt** ***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.*** **\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_** **WHO WE ARE:** 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. **\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_** **WHO YOU ARE:** 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. **HOW YOU BRING OUR MISSION TO LIFE:** 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 coac