This is a temporary position to cover a 4 month maternity leave. 

The Member Success Specialist is responsible for leading the member support, billing, and retention functions across Gravity Haus, ensuring a seamless and exceptional experience for all members. This role oversees Help Desk operations, renewals, and payment management while acting as the primary liaison between members and internal stakeholders.

The Member Success Specialist also plays a critical role in preparing for the upcoming Gravity Haus app launch, auditing and refining existing systems, improving operational workflows, and ensuring that all member data and billing processes are accurate, consistent, and optimized for integration.

Key Responsibilities 

Member Support & Communication

• Serve as the primary contact for all member inquiries through the Help Desk, ensuring timely, empathetic, and professional responses (within 72 hours or less).
• Provide personalized assistance to members across multiple communication channels (email, phone, and chat), ensuring clarity and consistency.
• Oversee the complimentary-night program, verifying eligibility, usage compliance, and accurate tracking.
• Identify and escalate high-touch or sensitive member issues to leadership when appropriate.
• Maintain deep knowledge of membership tiers, benefits, and Gravity Haus properties to deliver accurate and proactive support.

Billing, Payments & Financial Administration

• Manage all aspects of member billing, including monitoring and resolving failed payments, updating credit cards, and reconciling member accounts.
• Building systems to make sure failed, canceled, paused, refunded, unpaid, etc  payments are monitored and reconciled. 
• Ensure billing accuracy and data integrity across systems such as Stripe, HubSpot, and internal reports.
• Resolve discrepancies, process refunds, and manage adjustments efficiently.
• Communicate with members regarding billing issues with professionalism, discretion, and transparency.
• Maintain accurate, compliant documentation of all financial interactions related to membership.

Renewals, Retention & Reporting

• Manage the full renewal process from outreach through billing and retention tracking.
• Member renewal data clean up 

System Optimization & Technology Transition

• Audit and clean existing member databases (HubSpot, Stripe, Help Desk) to ensure data consistency and accuracy.
• Collaborate with Product teams to prepare systems and data for integration into the new Gravity Haus app.
• Identify process gaps and develop scalable solutions to improve the overall member experience.
• Maintain a strong understanding of system interactions and dependencies to ensure smooth data flow and operational transparency.

Process Development & Internal Collaboration

• Work cross-functionally with Operations, Marketing, Sales, and Product teams to align communication and improve the overall member journey.
• Lead continuous improvement efforts to enhance efficiency, responsiveness, and member satisfaction.
• Input new member data for clean tracking

Community Engagement & Brand Advocacy

• Represent Gravity Haus with warmth, professionalism, and enthusiasm in every member interaction.
• Act as the internal voice of the member, providing actionable feedback to leadership and product teams.
• Collaborate with the Membership Sales and Marketing teams on referral programs, engagement initiatives, and renewal campaigns.

What We’re Looking For

• 4+ years of experience in member relations, hospitality management, or customer success.
• Strong understanding of billing and payment systems (Stripe preferred) and CRM tools (HubSpot preferred).
• Exceptional communication and interpersonal skills with a customer-first mindset.
• Proven organizational and analytical skills with a focus on process improvement.
• Comfortable managing multiple priorities independently in a fast-paced, evolving environment.

About Gravity Haus

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All-In” + Go the Distance
• Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.