About the role
This job might be for you if you have the following talents & spirit:
- You’re an A-Player – You aren’t afraid of competition and love surpassing targets. You’re a data driven high performer hungry to make your mark.
- You’re Coachable – You're a team player and open to feedback. We operate with a team first mindset. If you aren’t looking to work with your team, you aren’t a good fit.
- You Have a Passion for Results – You don’t settle for good enough—you strive for greatness in every aspect of your life. You are truly passionate about unlocking the hidden potential in others, guiding them beyond their perceived limits to achieve results they never thought possible.
- You Understand the Why. Every interaction is designed to move our members towards long-term success.
- You Let Data Drive Decisions – You don’t rely on guesswork—you track progress, analyze trends, and ensure every plan is results-driven. From performance metrics to membership adjustments, you use data to provide recommendations to club level leadership.
- You Solve Issues Before They Become Problems – You anticipate challenges and address them proactively. You approach problem-solving with precision and efficiency.
- You Believe in Process – Structure and consistency elevate results. You understand the importance of well-defined systems, ensuring every member follows a proven pathway to success while experiencing the highest level of service.
- You Execute with Discipline – You follow through. You set goals, hold yourself accountable, and ensure every member stays engaged in their journey. Whether it’s follow-ups, progress assessments, or refining the experience, you drive action that delivers measurable outcomes.
As a Member Services Specialist, a typical day might include the following:
-
Member Liaison: Communicate directly with members to complete account changes, ensuring every interaction reflects Altea’s premium, service-driven standards.
-
Membership Adjustments: Accurately process freezes, cancellations, upgrades, downgrades, and refunds within defined SLAs.
-
Member Experience Support: Resolve issues related to subscriptions, bank transfers, disputes, booking errors, and password resets using standardized templates.
-
System Accuracy: Maintain and audit MyAltea data and integrations to ensure reliability and consistency across platforms.
-
Perks & Program Execution: Ensure member perks and programs are applied correctly and updated in real time.
-
Solve Problems: Resolve tickets promptly; escalating exceptions and system bugs to the Member Services Manager.
-
Cross-Team Collaboration: Work with Digital Operations and Club Level Teams to troubleshoot recurring issues, support members and drive platform improvements.
To land this role you need to have;
- Minimum 2 years in administration, operations, customer support or digital/technology operations.
- Exceptional communication skills — confident, clear, and empathetic in member interactions.
- Proficiency with CRM systems, ticketing platforms and digital tools.
- Strong written and verbal communication skills.
- High attention to detail and ability to follow SOP’s consistently
- Proven ability to manage multiple priorities and meet deadlines.
- CPR/First Aid certification (required to have a minimum of Emergency First Aid and CPR certification) required prior to start date and must be maintained throughout employment. CPR is to be renewed annually.
- All team members must provide a recent Criminal Background Check prior to commencement of training and/or work
About Altea Active
Founded by a team of fitness industry veterans, Altea Active is a Canadian active lifestyle brand with premium clubs offering the best in fitness, wellness and community amenities and services.
Altea Active is changing the face of Canadian health and fitness by bringing balance to the most important aspects of our lives - community, family and mental, physical and social wellbeing. Altea Active is where you come to sweat and restore, to push yourself and let it all go, to embrace your community, and to relax into luxury.
Clubs include:
Winnipeg - An 80,000 sq ft facility, featuring state-of-the-art cardio and strength training equipment, 185+ weekly fitness classes, a spacious and fully equipped women’s only club and pool, dedicated family-friendly areas with a UV sanitized pool, rock climbing, Active Kids Club, skating treadmill, a Himalayan Salt lounge, and even a full-service Starbucks.
Toronto: Liberty Village - An 89,000 sq ft social wellness club, offering Torontonians a one-of-a-kind space to play, workout, relax, dine, and socialize.
This club features Canada’s largest cycling studio; Luxe fusion & hot yoga studios; exceptional spa amenities: KLAFS Sanarium, Steam Cabins and Polaris Ice Room, a Himalayan Salt lounge, and Somadome Meditation pod; 5 boutique fitness studios; and a dedicated LF3 Lifestyle Fitness small group training studio. It also offers an interactive Active Kids Club, Catalyst Kitchen & Cocktails, Urban Playground with Bowling and Topgolf suites, and The Altea Food Hall (Starbucks, The Smoothie Bar, and Ah-So Sushi)
Vancouver: West 6 - A 44,000 sq ft community, in Vancouver’s Mount Pleasant / Kitsilano neighbourhood, will offer 5 best-in-class boutique fitness studios, state-of-the-art strength and cardio equipment, unparalleled personal and small group training, Luxe spa amenities and change rooms, and premier gathering spaces and guest services, including Catalyst Café & Wine Bar.
Corporate offices in Ottawa
About the role
This job might be for you if you have the following talents & spirit:
- You’re an A-Player – You aren’t afraid of competition and love surpassing targets. You’re a data driven high performer hungry to make your mark.
- You’re Coachable – You're a team player and open to feedback. We operate with a team first mindset. If you aren’t looking to work with your team, you aren’t a good fit.
- You Have a Passion for Results – You don’t settle for good enough—you strive for greatness in every aspect of your life. You are truly passionate about unlocking the hidden potential in others, guiding them beyond their perceived limits to achieve results they never thought possible.
- You Understand the Why. Every interaction is designed to move our members towards long-term success.
- You Let Data Drive Decisions – You don’t rely on guesswork—you track progress, analyze trends, and ensure every plan is results-driven. From performance metrics to membership adjustments, you use data to provide recommendations to club level leadership.
- You Solve Issues Before They Become Problems – You anticipate challenges and address them proactively. You approach problem-solving with precision and efficiency.
- You Believe in Process – Structure and consistency elevate results. You understand the importance of well-defined systems, ensuring every member follows a proven pathway to success while experiencing the highest level of service.
- You Execute with Discipline – You follow through. You set goals, hold yourself accountable, and ensure every member stays engaged in their journey. Whether it’s follow-ups, progress assessments, or refining the experience, you drive action that delivers measurable outcomes.
As a Member Services Specialist, a typical day might include the following:
-
Member Liaison: Communicate directly with members to complete account changes, ensuring every interaction reflects Altea’s premium, service-driven standards.
-
Membership Adjustments: Accurately process freezes, cancellations, upgrades, downgrades, and refunds within defined SLAs.
-
Member Experience Support: Resolve issues related to subscriptions, bank transfers, disputes, booking errors, and password resets using standardized templates.
-
System Accuracy: Maintain and audit MyAltea data and integrations to ensure reliability and consistency across platforms.
-
Perks & Program Execution: Ensure member perks and programs are applied correctly and updated in real time.
-
Solve Problems: Resolve tickets promptly; escalating exceptions and system bugs to the Member Services Manager.
-
Cross-Team Collaboration: Work with Digital Operations and Club Level Teams to troubleshoot recurring issues, support members and drive platform improvements.
To land this role you need to have;
- Minimum 2 years in administration, operations, customer support or digital/technology operations.
- Exceptional communication skills — confident, clear, and empathetic in member interactions.
- Proficiency with CRM systems, ticketing platforms and digital tools.
- Strong written and verbal communication skills.
- High attention to detail and ability to follow SOP’s consistently
- Proven ability to manage multiple priorities and meet deadlines.
- CPR/First Aid certification (required to have a minimum of Emergency First Aid and CPR certification) required prior to start date and must be maintained throughout employment. CPR is to be renewed annually.
- All team members must provide a recent Criminal Background Check prior to commencement of training and/or work
About Altea Active
Founded by a team of fitness industry veterans, Altea Active is a Canadian active lifestyle brand with premium clubs offering the best in fitness, wellness and community amenities and services.
Altea Active is changing the face of Canadian health and fitness by bringing balance to the most important aspects of our lives - community, family and mental, physical and social wellbeing. Altea Active is where you come to sweat and restore, to push yourself and let it all go, to embrace your community, and to relax into luxury.
Clubs include:
Winnipeg - An 80,000 sq ft facility, featuring state-of-the-art cardio and strength training equipment, 185+ weekly fitness classes, a spacious and fully equipped women’s only club and pool, dedicated family-friendly areas with a UV sanitized pool, rock climbing, Active Kids Club, skating treadmill, a Himalayan Salt lounge, and even a full-service Starbucks.
Toronto: Liberty Village - An 89,000 sq ft social wellness club, offering Torontonians a one-of-a-kind space to play, workout, relax, dine, and socialize.
This club features Canada’s largest cycling studio; Luxe fusion & hot yoga studios; exceptional spa amenities: KLAFS Sanarium, Steam Cabins and Polaris Ice Room, a Himalayan Salt lounge, and Somadome Meditation pod; 5 boutique fitness studios; and a dedicated LF3 Lifestyle Fitness small group training studio. It also offers an interactive Active Kids Club, Catalyst Kitchen & Cocktails, Urban Playground with Bowling and Topgolf suites, and The Altea Food Hall (Starbucks, The Smoothie Bar, and Ah-So Sushi)
Vancouver: West 6 - A 44,000 sq ft community, in Vancouver’s Mount Pleasant / Kitsilano neighbourhood, will offer 5 best-in-class boutique fitness studios, state-of-the-art strength and cardio equipment, unparalleled personal and small group training, Luxe spa amenities and change rooms, and premier gathering spaces and guest services, including Catalyst Café & Wine Bar.
Corporate offices in Ottawa