Guest & Member Support Specialist I

CircusTrix dba Sky Zone Guest & Member Support Specialist I Full-time Remote Department: Commercial Reports to: Guest & Member Support Manager Travel: N/A FLSA: Non-Exempt This position is hybrid if based in Dallas, TX or 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 someone who loves helping people and creating positive experiences. You communicate with warmth, clarity, and patience, and you enjoy guiding guests through decisions that make their day easier. You’re organized, detail-oriented, and comfortable working in a fast-paced digital environment where accuracy and efficiency matter. You take pride in doing great work, staying reliable, and showing up as a supportive teammate every day. HOW YOU BRING OUR MISSION TO LIFE: You’re often the first impression of our brand – and you make it count. Through every digital interaction, you help guests feel supported, confident, and excited about their experience with us. In this role, you will: Manage inbound and outbound guest interactions via email with professionalism and clarity. Accurately and confidently book parties and events following established procedures. Support membership inquiries, account updates, and standard retention conversations using approved guidelines. Resolve routine guest issues utilizing documented processes, tools, and resources. Consistently adhere to workflows, scripts, and brand communication standards. Achieve individual performance metrics related to quality, productivity, attendance, and service-level expectations. Identify and appropriately escalate complex, sensitive, or policy-exception situations. WHAT YOU BRING TO THE TEAM: You bring energy and enthusiasm to every guest interaction, paired with professionalism, reliability, and a commitment to owning your performance. To be successful in this role, you bring the following: Eligibility & Role Requirements: At least 18 years of age and a high school diploma or equivalent education. Availability to work a flexible schedule, including shifts between 9:00 AM – 9:00 PM EST with evening and weekend coverage as required. A private, distraction-free workspace with reliable high-speed internet. Successful completion of a background check required. Ability to remain stationary at a desk for extended periods while working on a computer and communicating frequently via phone and Microsoft Teams. Skills & Experience: Clear and professional written and verbal communication skills. Comfort handling guest interactions across digital channels (email, chat, and text). Strong attention to detail and accuracy in data entry and documentation. Ability to quickly learn and navigate web-based systems, tools, and booking platforms. Coachable, dependable, and guest-focused mindset with a willingness to receive feedback. Ability to multi-task, problem-solve, and troubleshoot routine guest concerns. Prior experience in customer service or business processing environments preferred. WHY THIS ROLE MATTERS: As a Guest & Member Support Specialist, you shape the guest experience from the very first interaction. Your work directly impacts guest satisfaction, revenue, and the trust families place in our brand. By delivering accurate, efficient support, you help create seamless experiences that keep guests coming back. ____________________ Compensation The starting rate of this position is $17-18/hr. 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 deadline: April 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. #excl