[Hiring] Customer Experience Lead Strategic & Hospitality Accounts @Core Health & Fitness, LLC

Role Description

The Customer Experience Lead – Strategic Accounts owns day-to-day customer experience for assigned strategic and hospitality accounts, including escalated post-install service cases, installation coordination, order and shipment follow-up, and issue resolution. The role serves as a consistent point of contact for customers and internal partners, tracks commitments through completion, and identifies recurring issues that affect account performance. The lead performs the full responsibilities of a Customer Experience Lead for the assigned portfolio while supporting onboarding and account transitions associated with business growth and acquisitions.

Qualifications

• Strong customer communication, organization, follow-through, and problem-solving skills, including the ability to manage multiple urgent requests.
• Ability to work across departments, clarify ownership, and explain technical or operational issues in plain language.
• Experience using a CRM to document interactions, manage case queues, monitor service levels, and track commitments; Salesforce experience preferred.
• Working knowledge of service, installation, logistics, and warranty workflows; ability to learn electromechanical fitness equipment and common troubleshooting practices.
• Sound judgment with confidential account information and a consistent sense of urgency and accountability.

Requirements

• Bachelor’s degree or equivalent relevant experience in customer support, service operations, account coordination, or a related field.
• Experience supporting customers or business accounts in a service environment; experience with strategic, multi-location, or hospitality accounts preferred.
• Experience coordinating cross-functional resolution of service issues and preparing clear case documentation.

Benefits

• Competitive salary range: $27.00 - $30.00 hourly.
• Energetic, diverse, and inclusive workspace.
• Opportunities for personal and professional growth.

Company Description

At Core Health & Fitness, our purpose is to live and share our passion for fitness. We bring innovative health and fitness solutions to the global market with brands like StairMaster, Schwinn, Nautilus, Star Trac, Throwdown, Wexer, and Gym Rax. We are committed to building an energetic, diverse, and inclusive workspace, valuing our differences and seeing community strength in diversity and representation.