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Peloton is hiring a

Member Experience Lead (Mat Cover)

Read by 25 job seekers.

MEMBER EXPERIENCE LEAD

This role is for a proactive, customer service-oriented individual who is passionate about health and fitness and excited about the Peloton brand. The ideal candidate will be organised, prepared, and skilled at executing tasks while providing outstanding customer service. This individual will serve as a leader and role model for all team members, ensuring every member's experience at Peloton Studios is consistently excellent from start to finish.

Full-time position

YOUR DAILY IMPACT AT PELOTON

  • Serve as a lead and role model for all full- and part-time hourly team members.
  • Ensure every member's experience at Peloton Studios is consistently outstanding.
  • Have exceptional knowledge of Peloton, its content, and the studio.
  • Demonstrate honesty and integrity and lead by example to influence and inspire others.
  • Assist the management team with scheduling, zoning, and task allocation for the team.
  • Oversee training and coaching for new and existing team members to ensure they meet Peloton's standards.
  • Liaise with the programming team to communicate class changes or cancellations and manage refunds.
  • Oversee weekly class lists to maximise capacity in all classes.
  • Manage VIP invites and communications, including business hold requests.
  • Ensure producers are aware of all VIPs and special guests in classes, such as those celebrating birthdays or milestones.
  • Ensure the member check-in process is seamless and adheres to all company and local government health and safety guidelines.
  • Handle customer issues and complaints with integrity and accommodate special requests whenever possible.
  • Provide tours and assist with Meet & Greets, including member photo moments.
  • Manage member and guest communication, ensuring timely email responses.
  • Communicate with senior leadership regarding any production flags or highlights.
  • Become proficient in all studio systems, including the reservation system, email provider, SMS, G-Suite, and Slack.
  • Perform administrative tasks, including maintaining studio logs and trackers.
  • Be flexible to support additional studio activations and duties outside of regular member classes, such as events and corporate bookings.
  • Act as a group host for community, member, and corporate bookings, being present and available to assist with questions.
  • Help create "surprise and delight" moments for members and guests with the help of other studio departments, including celebrations for birthdays, milestones, and anniversaries.

YOU BRING TO PELOTON

  • 3+ years of experience in the customer service or hospitality industry.
  • Interest in health, fitness, or sports is preferred.
  • Reliable, professional, energetic, and computer literate.
  • Friendly and outgoing.
  • Excellent verbal and written communication skills for in-person, email, and phone interactions.
  • Able to prioritise and multitask in a fast-paced environment.
  • Willing to take initiative and perform duties without direct supervision.
  • Outstanding customer service and problem-solving skills.
  • A positive, can-do mentality.
  • Ability to work a flexible schedule that includes weekends, holidays, and early morning (5 a.m.) or late evening (10 p.m.) shifts to meet the needs of the business.

ABOUT PELOTON:

Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com.

At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members, However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool. 

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.



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