About ClubReady

ClubReady is the leading provider of full-suite studio fitness and wellness club management software and services.  Founded in 2009, ClubReady has been committed to building the studio fitness business of the future. The ClubReady Fitness Management Platform provides clients full membership management and engagement experience to attract, retain and better serve their members. ClubReady’s Performance IQ enhances this platform with fitness tracking software that delivers high quality, real-time, individual and group fitness results leading to higher member engagement, retention, and loyalty. 

With offices in St. Louis and team members across the US, we have a 10-year track record of success and exponential growth. ClubReady offers many opportunities for growth and leverages the latest Azure cloud tools and design patterns, in a fast-paced environment. We are looking for people who will be internally motivated, thrive on collaboration, and enjoy getting their hands dirty. 

About the role

ClubReady is looking for an experienced high-energy payment specialist to support our payment operations department. The right candidate for this position will support initiatives related to payment processing and billing management. This candidate will also be detailed oriented, hands-on, and comfortable interacting with customers and is committed to delivering a superior customer experience. 

What you'll do

Onboarding & Implementation 

• Clarify and fully understand project goals and objectives as communicated from sales, customer experience team and confirmed by customers.  
• Collaborate with cross functional teams, as required to effectively onboard our client into the ClubReady Payments Platform. 
• Appropriately set and manage customer expectations of project tasks, critical sign-off stages, and milestone schedules.  
• Lead multiple customer projects simultaneously, achieving operational excellence and exceeding customer expectations. 
• Identify, communicate, and mitigate project risks, escalating key issues to internal and customer management. 
• Hands-on project execution, including gathering and analyzing customer requirements, configuring the application to meet the approved design 
• Enhance department and organization standards through improvements of processes and tools to ensure consistent builds 
• Responsible for maintaining product knowledge, implementing, and training the latest features and functionality of the product. 

 Support / Education 

• Maintain full product knowledge by engaging in internal continuing education, product release information along with any new products or services offered 
• Troubleshoot & support ClubReady Payments Platform 
• Collaborate with 3rd party processing partners with regards to product issues, proactive communication, and product feedback 
• Collaborate and consult with ClubReady customers & other Support Team Members to resolve systemic problems that need to be fixed globally.   
• Manages internal communication regarding any escalated support issues or outages 
• Assist Onboarding Experience team and Internal Customers to develop ideas, concepts and solutions that help the Merchant Payment process meet company objectives allowing for company growth and ease to implement and support the product ongoing.   
• Assist in creating internal and external product documentation 

Additional Responsibilities

• Receive pre-application data from merchant  
• Gather KYC and other required documentation for underwriting / risk requirements 
• Submit required documentation to Senior MP for review and approval 
• Input sub merchant KYC into processing portal 
• Once approved, setup merchant gateway and record needed information internally 
• Setup payment processing gateways and follow all procedures to ensure the merchant can process payments 
• Communicate approval to Merchant and appropriate ClubReady teams 
• Ensure all aspects of the merchant setup process have been successfully completed by utilizing the project tool for club onboarding, billing platform change and club offboarding 
• Escalate onboarding issues to Onboarding Lead 

Qualifications

• 2+ years of experience in payments or merchant and customer services  
• Aptitude for learning online payment solution that is part of ClubReady software 
• Highly effective communication, project management and organization skills  
• Process oriented and able to lead multiple projects and multiple customers at once in a fast-paced environment 
• Ability to deep-dive software applications and become technically proficient. 
• Effective communication skills to internal and external audiences, technical and non-technical people, and to various levels in an organization. 
• Team-oriented, with a willingness to roll up your sleeves to dissect a problem, synthesize options and deliver a solution to the client. 
• Has experience successfully working remotely, highly organized, strong time management and the ability to manage competing priorities across multiple projects. 
• Ability to work independently as well as willing to follow direction and best practices 
• Ability to prioritize, problem-solve and meet deadlines and goals 
• A commitment to doing the right things the right way 
• Strong empathy for customers and their success 
• Experience with using webinar programs 
• Intermediate to advanced level Microsoft Office (Outlook, Excel, Word) 
• Intermediate to advanced data entry/typing experience   

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Important Notice Regarding Email Communication from Clubessential Holdings

Please be advised that Clubessential Holdings will only contact you using email addresses with the domain name of clubessentialholdings.com.

We have been made aware of attempts to impersonate our company using domains such as clubessentialcareers.com. These emails are not affiliated with Clubessential Holdings and may be part of a scam. We strongly advise against engaging with any correspondence that does not originate from an official clubessentialholdings.com email address.

If you receive a suspicious email or have any questions or concerns, please contact us directly at recruiting@clubessentialholdings.com.

Your security and trust are important to us.