Specialized Call Center Agent - App Support Specialist

SUMMARY:
As the Specialized Call Center Agent for the Planet Fitness App, you will act as the second line of

POSITION INFO:

As the Specialized Call Center Agent for the Planet Fitness App, you will act as the second line of contact for all escalated, app-related queries. You will work closely with the App Product Manager and Head Office technical teams to resolve complex member issues efficiently, while gaining in-depth exposure to how digital product teams operate in a leading health and fitness organization.

Key Responsibilities:

• Serve as the app support specialist within the call center, handling escalated and technically complex app queries from members.
• Collaborate with the Product Manager, development teams, and QContact teams to understand technical resolutions and communicate them effectively to members.
• Escalate unresolved issues appropriately up the pipeline while ensuring timely feedback loops to the member and internal teams.
• Document recurring issues and insights to assist the product team in identifying and resolving root causes in app functionality.
• Support training of first-line call center agents on app functionalities, common issues, and resolutions.
• Maintain updated knowledge of QContact, app backend systems, and digital workflows, becoming the internal expert for app support queries.
• Participate in product testing and feedback sessions, providing a member-facing perspective to the development team.

Opportunities for Growth:

This role offers exposure to technical product development processes, QContact system operations, and agile digital workflows, enabling you to build transferable skills relevant in any digital-focused industry. It is an opportunity to:

• Gain industry-standard knowledge on digital system operations.
• Learn how app development teams work and how technical problem solving is approached.
• Build confidence in taking ownership of specialized responsibilities in a growth through learning over blame environment.
• Regular training sessions with the Planet Fitness Digital Team to build upon your technical knowledge.

Requirements:

• Matric certificate or higher.
• Minimum 1 year of call center experience.
• Strong problem-solving skills with a curious and learning-focused mindset.
• Excellent communication and documentation skills.
• Ability to collaborate effectively with both technical teams and non-technical stakeholders.
• Confidence to take ownership of queries and drive them to resolution.
• Exposure to digital platforms, apps, CRM systems and technical concepts will be advantageous.

Please send your CV to

*If you do not receive any feedback within 14 days, please consider your application unsuccessful*