FIT4LESS SOCIAL MEDIA & CUSTOMER SUPPORT SPECIALIST

 
Who is a Fit4Less Social Media & Customer Support Specialist?

The Social Media & Customer Service Specialist manages end-to-end online interactions with members, ensuring timely and professional responses across key platforms. This role processes and supports issue resolution with in-club teams, tracks trends and sentiment, and contributes to process improvements that enhance the member experience while fostering positive brand engagement.

Working with Fit4Less Gives You:

• Ongoing training and development to ensure a long and successful career path.
• Unlimited growth potential.
• Free Fitness Membership.
• Group health care plans.
• Fun and energetic atmosphere to come to every day!

Job Summary:

Member and Membership Issue Resolution: 

• Resolves and collaborates with the Operations team to resolve member escalations, membership concerns, billing issues, and other service-related problems.
• Resolves member escalations promptly, particularly those related to billing and membership. 
• Processes member account changes based on department procedure to ensure resolution in a timely manner. 
• Maintains a high level of accuracy and care when processing requests to ensure a positive customer experience.
• Liaises between the Hub Help team and clubs to ensure fast, effective resolutions.

• Prioritizes escalated tickets received from the Operations team to ensure timely and effective resolution.

Social Media Engagement & Support:

• Engages with inquiries and encourages membership interest through professional, brand-aligned communication. Responds to inquiries, resolves concerns, and creates positive, supportive interactions that enhance the member experience.
• Monitors and responds to member inquiries, feedback, and complaints on platforms such as Meta, Google, TikTok, and Reddit.
• Provides timely, professional, and empathetic responses aligned with brand voice and company policies.
• Escalates sensitive or high-priority issues to appropriate departments or club locations when necessary.
• Tracks escalated issues and follows up to ensure they are fully resolved.

• Closes the loop by providing final confirmation and communication on the same platform where the issue originated.

Trend & Sentiment Analysis:

• Tracks common member concerns and recurring themes to identify potential pain points and opportunities for service improvement.

• Prepares weekly and monthly reports on customer sentiment, trending topics, and issue resolution metrics.

Process Improvement

• Works closely with the Hub Help, Operations, and Marketing teams to streamline support processes and improve customer satisfaction.

• Contributes to FAQs, response templates, and internal documentation for efficient and consistent messaging.

Improves social media monitoring processes to enable timely alerts and responses, ensuring brand engagement and crisis management even outside of regular working hours.

Our Ideal Fit4Less Candidate:

• College diploma in Communications, Marketing, Public Relations, or a related field.
• 1–2 years of experience in social media customer service, or digital member support.
• An equivalent combination of education and relevant experience will be considered.
• Standard Microsoft Office productivity tools (Word, Excel, PowerPoint, Outlook)
• Advanced written and verbal communication with the ability to respond professionally and empathetically

• Intermediate understanding of social media platforms (e.g., Meta, Google, TikTok, Reddit) and online engagement best practices.

Working Conditions:

• Online exposure to people who are impatient, angry, harassing or unpredictable.

• Generally has a set schedule; includes working days, evenings, nights, weekends, statutory holidays as required

Compensation:

This job posting is for an existing vacancy.

Diversity and Inclusion

At Fit4Less, we are committed to fostering an inclusive, accessible environment, where all employees and members feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. We are committed to meeting the accessibility needs of persons with disabilities in a manner that respects their dignity and that is equitable. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Help Protect Yourself Against Recruitment Fraud

Many companies are experiencing an increase in recruitment fraud in the form of fake job postings on social media and career sites.

Protect yourself: 

To help protect against potential hiring scams, please be aware that Fit4Less positions are posted to jobs.goodlifefitness.com and must be applied to via the secure portal on that site; Job offers or requests for banking information or your SIN will never be sent or requested via email, phone, or text message; Please verify that the person you are communicating with has a @fit4less.ca email address.

If you currently work for us, Associates should only apply to positions on the Jobs Hub in Workday.  All job offers and requests for banking information or SIN should be completed only through, and when logged into Workday.  We will never send or ask any Associate or Candidate to send this information via email, phone or text. 

Please verify that the person you are communicating with has a @fit4less.ca email address.