Senior Member Support Specialist

WeightWatchers

. Handle escalated inbound and outbound phone calls referred from L1 phone agents .

Posted 11/9/2026full-timeUnited StatesSenior💰 $22 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer care and conflict resolution, with a strong focus on emotional intelligence and effective communication. Proficient in utilizing support technologies and mentoring frontline staff to enhance service delivery.

Highest-signal resume keywords

Customer Service ExperiencePhone Escalation HandlingWeightWatchers ExpertiseEmotional IntelligenceSlack Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Care PoliciesConflict ResolutionDe-Escalation TechniquesCoachingTechnical Troubleshooting

Soft Skills

Active ListeningResilienceCommunication SkillsRelationship Building

Tools & Technologies

SlackG-SuiteMicrosoft OfficeCall Center SoftwareWeb-Based Tools

Certifications & Qualifications

High School DiplomaGED Equivalent

Industry Keywords

WeightWatchers ProgramsMember InteractionsOperational TrendsTraining ImprovementsBetter Business Bureau Complaints

About the role

Key responsibilities & impact

Handle escalated inbound and outbound phone calls referred from L1 phone agents
Manage and resolve executive escalations and Better Business Bureau complaints
De-escalate high-stress member interactions and resolve complex issues
Troubleshoot WeightWatchers programs, studio offerings, and digital/in-app experiences
Monitor and respond to L1 agent inquiries in the dedicated Slack support channel
Provide frontline agents with coaching, technical answers, and guidance
Act as a subject matter expert and resource for frontline support staff
Collaborate with leadership to identify knowledge gaps, operational trends, and systemic issues
Support improvements to training and workflows
Establish rapport with members and provide tailored recommendations aligned with their weight health and wellness goals
Learn and adapt to new tools, support technologies, and program innovations

Requirements

What you’ll need

Fluent in English with exceptional verbal and written communication skills
3+ years of experience in a high-volume customer service role
Experience handling phone escalations or advanced customer resolution
2+ years of experience with WeightWatchers
Full-time, Monday through Friday schedule
Strong emotional intelligence, active listening, de-escalation skills, and resilience
Track record of supporting, guiding, or mentoring team members
Proficiency with Slack, G-Suite, Microsoft Office, call center software, and web-based tools
High School Diploma or GED equivalent
Subject matter expertise in Customer Care policies and procedures
Strong knowledge of WeightWatchers Clinic

Benefits

Comp & perks

Hybrid work environment
Workers' compensation insurance for eligible employees with work-related injuries or illness
Equal opportunity workplace committed to diversity and inclusion