Member Experience Lead

Job Description

Job Description

Salary: $24/hr + Bonus Opportunity

About Kiln:

Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces.
Kiln launched in 2018 in Salt Lake City and Lehi, Utah, and has since expanded throughout the Mountain West. As a leader in the flex-office movement, Kiln is helping define the future of hybrid work within the evolving world of commercial real estate.

Our Core Values:

Human at the core
Achieve & Celebrate Together
Thoughtful and with Purpose
Always Evolving
Nothing short of Extraordinary
Scrappy & Ingenious

Our Mission:

Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways.
Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine.

About You:

A Natural People Person: You genuinely enjoy meeting new people and have an intuitive knack for making them feel welcome. Youre the person who remembers the small detailsa name, a coffee preference, or a project someone is working onand you use those details to foster a sense of belonging for everyone who walks through the door.

A Proactive Problem Solver: You dont wait for a task list; you see what needs to be done and you handle it. Whether its smoothing out a scheduling hiccup or ensuring the physical space is polished and inviting, you take pride in keeping things running seamlessly for the community.

An Engaging Communicator: Youre comfortable and confident talking to anyone, from a first-time guest to a long-term member. Youre great at sharing the value of what we do here and can articulate the "why" behind our space and services with ease and authenticity.

Attentive & Detail-Oriented: You notice the little things that others might miss. You have a high standard for your environment and believe that a well-curated spacefrom the physical layout to the local snacks in the kitchenis essential to a great workday.

Adaptable & Energetic: You thrive in a dynamic environment where no two days are the same. Youre happy to jump in wherever youre needed, whether youre coordinating a local partnership, helping a member with a request, or setting the stage for a community event.

Hospitality-Minded: You have a service-oriented heart. For you, hospitality isnt about a specific station or task; its about a consistent attitude of warmth, attentiveness, and excellence in every interaction.

About the Role:

The Member Experience Lead ensures that everyone who enters our space is supported, recognized, and assisted. You are responsible for the daily flow of the environment, balancing physical space operations with a high-touch approach to hospitality. Whether you are welcoming a guest, helping a member solve a problem, or coordinating a community event, your focus is on creating a seamless and helpful experience for everyone. You play a key role in keeping our space vibrant, functional, and genuinely welcoming.

Goals and Objectives:

• Personify Kilns core values and strive to achieve our vision of an extraordinary workplace.
• Provide a warm, welcoming presence at the front desk as the primary point of contact.
• Maintain Kilns brand standards by ensuring all physical elements of the space are consistently elevated.
• Coordinate external bookings and ensure all meeting and event spaces are perfectly prepped for guests.

As Member Experience Lead, You Will:

Create & Cultivate Community: Serve as the first and last point of contact daily. You will manage member inquiries, oversee digital communication channels like Slack, and lead the onboarding process to ensure every new member feels at home.

Oversee Events & Programming: Plan and execute inclusive, on-brand community events. From conceptualizing the theme and securing local sponsors to managing food and beverage budgets and promoting the event through newsletters and Canva-designed posters, you bring the community to life.

Manage Operations: Lead the daily "opening and closing" of the site. You will conduct thorough walkthroughs, troubleshoot facilities issues, and act as the primary liaison for cleaning and maintenance vendors to ensure the space is always "Kiln clean."

Support Sales & Growth: Act as a brand ambassador during walk-in or scheduled tours. You will maintain a deep understanding of membership types and value propositions to help the Community Team achieve occupancy goals.

Procure & Present Amenities: Manage the procurement of food, beverages, and supplies. Youll oversee the on-site marketplacerestocking inventory, ordering enticing options, and managing expense reporting to ensure a first-class experience within budget.

As Member Experience Lead, Youll Need:

• Customer service and hospitality experience (required).
• Strong verbal and written communication skills with a "people-first" attitude.
• Exceptional organizational and multitasking skills; you can handle a busy front desk while managing event calendars.
• Integrity, dependability, and empathy; you are a reliable teammate who cares about the member experience.
• Problem-solving skills; you can troubleshoot a tech issue in a conference room or a maintenance request on the fly.
• Proficiency in basic computer skills (Canva proficiency is a major plus!).
• A passion for entrepreneurial communities and a deep alignment with Kilns mission and values.
• A four-year college degree is preferred, but not required.

Personal Qualities:

• People-first mindset
• High integrity and accountability
• Empathetic, dependable, and self-aware
• Entrepreneurial spirit
• Passion for building community
• Genuine alignment with Kilns mission and values

At Kiln, youre not just running a workspaceyoure building something meaningful. If you love bringing people together, leading with purpose, and creating unforgettable experienceswed love to meet you.