Client Services Coordinator

At Jump Gymnastics, we do more than gymnastics—we create a community for little humans and their families. And we’re looking for someone just as magical to join our team as a Client Services Coordinator.

Our gymnastics programs (classes, camps, and birthday parties!) run seven days a week, and you’ll be right at the heart of it—connecting with families while also coordinating closely with our coaches and camp team to make sure every class, camp, and birthday party runs smoothly, all with a smile (and maybe a bit of cheeky charm).

what you’ll be doing

• Speaking with parents and families, answering questions, and guiding them to the perfect program for their little one.

• You’ll be supporting client communication through phone, email, online chat—and yes, even more email! But these days, families are craving connection more than ever, so we’re looking for someone who’s excited to pick up the phone and have a friendly, meaningful conversation.

• Following processes while also noticing when something needs a little extra attention.

• Keeping our programs full of happy, engaged families - and this means high touch client services, warm conversations, and recognizing (and jumping in!) when you have opportunities to connect with families.

• Coordinating with our coaching and camp team to make sure every class, camp, and birthday party runs smoothly

who you are

• A people-person who loves connecting with families and reading between the lines to solve problems and offer solutions within our services

• Organized, process-savvy, and knows when to ask for support.

• Flexible and excited about weekend work—you know that little humans don’t stick to a 9-to-5 schedule and that that program support includes working on the weekends

• Energetic, positive, and ready to be a consistent part of our amazing client services team.

• Loves creating delightful experiences and building lasting relationships with our community.

• Someone who has a lot (we mean A LOT) of experience speaking with parents

why you’ll love working with us

• Be part of a fun, cheeky, and warm team that values you as a human and knows how challenging parenting can be

• Work directly with families and see the impact you make every day.

• A chance to make our programs sparkle with engaged and happy families

a day in the life of our client services team

It’s a camp day! That means our Client Services Team starts bright and early — we’re the early birds that get the worm, making sure we’re fully in the know about the families and little ones joining us at camp today.

At 7:45 AM, you’re all logged in with a positive mindset, ready to set the Camp Team up for success by ensuring all camper information is in place. You listen to voicemails (just in case a child is sick last minute!), review attendance lists, and check medical or allergy notes — zeroing in on what matters so the Camp Team is fully prepared when families arrive.

By 8:10 AM, you join the virtual huddle — our Camp Leader Scrum — where the team shares a bright, upbeat start, reviews the daily plans, and ensures we know exactly who’s expected. Families should always feel like we can’t wait for them to walk through our doors.

We’re expecting them!

Once the day gets going, you scan the inbox and voicemails for anything that needs support. You dive into client communication — cheerfully answering emails, voicemails, and calls about schedules, classes, camps, events, or any family questions.

You keep the energy up and, whenever possible, you pick up the phone. Building personal connections is so much easier when you can chat, especially when you’re helping a family find a makeup class, make a schedule change, or navigate their next term.

Of course, you take a break, grab some lunch, and stretch — you need that refuel to keep up the pace!

you’re always looking ahead

But Client Services isn’t just about responding to what’s happening today. You’re also looking ahead.

Each week, you follow our established cadence and system to review upcoming classes, camps, and events. You look at what’s happening, where there are opportunities, and what strategic updates we can make to better support families and maximize our programs.

That might mean updating class offerings behind the scenes, identifying spaces that could be opened up, reaching out to families who may benefit from a schedule change, or creating registration opportunities where we see demand.

You know how to think strategically about our spaces and our database. You understand that every family who has joined one of our programs represents a relationship and an opportunity to continue their Jump Gymnastics journey. You use what you know about our programs, our families, and our available spaces to help maximize registration, fill classes, and create great experiences for families.

You’re not just managing the administration behind the scenes — you’re looking for the opportunities within it.

it’s 1:00pm

You join the Coaching Team Scrum — our daily check-in with the Coaching Team to make sure we’re supporting our families and little ones on the gym floor.

This is where the little details matter. You might hear:

“So-and-so showed up for a makeup class today, but they weren’t registered.”

Or:

“This family mentioned they were looking to register for the next term.”

You’re listening for those opportunities to support families, and when you hear one, you take action. You track the family down, give them a call, and make sure they get the information, support, or service they were looking for.

Because you just talked to their Coach, you already have context. You know what happened in the gym, you understand what the family needs, and you can follow up with a personal touch.

This is what great Client Services looks like — connecting the dots between what happens on the gym floor and what happens behind the scenes.

creating more connection

You also make time to connect with families who may need a little more connection from us. Sometimes that means reaching out for a thoughtful conversation about their child’s development, participation, or experience in class.

You might check in because a little one has been having a harder time participating, a family has raised a question, or the Coaching Team has noticed something worth following up on.

You take the time to listen, ask thoughtful questions, and understand what the family is experiencing so we can make sure they feel supported.

You’re helping connect the dots between what we see on the blue carpet and what families are experiencing outside of it. When a family needs a little more support, encouragement, or information, you’re there to make that connection happen.

Because great Client Services isn’t just about answering the phone or sending an email. It’s about knowing our families, noticing when they need us, and creating meaningful moments of connection that help them feel seen, heard, and supported.

you’re also the eyes and ears of the gym

As you’re talking with the Coaching Team, families, and the rest of the team throughout the day, you’re capturing the little things that need attention.

Maybe the fire alarm went off at Cambie today, or someone notices that the faucet is loose in the North Van bathroom. These might seem like small things, but you know that capturing and reporting them matters.

You make sure incidents, challenges, maintenance items, and other important updates are documented and shared with management so we can quickly act, follow up, and keep things flowing smoothly on the blue carpet.

Because the blue carpet is where it all comes together — our families, our teams, and our little ones are all there. We want to make sure our gyms are highly functional, well-supported, and ready for them every day.

and back to camp

In the afternoon, you continue answering calls and checking in with the Camp Team after pick-up during our afternoon Camp Leader Scrum.

If a family is running late, you stay on top of it, ensuring you communicate with them until they arrive. You continue working through the behind-the-scenes administration that keeps everything moving — making updates to classes, coordinating changes with families, following up on requests, and ensuring the information in our systems reflects what’s actually happening.

Because at Client Services, even on a busy camp day, we keep the energy positive, we collaborate as a team, and we ensure every family feels valued — from that first call in the morning, through every email and schedule change, all the way to the last pick-up.

We listen. We notice. We connect. We follow through.

We keep the families, our teams, and our little ones moving smoothly on the blue carpet — so the people doing the real magic can focus on what they do best.

hours and location

This is a full-time role, typically 35–37 hours per week. As a Client Services Coordinator, you’re a frontline member of the team — most of your work happens online, but you’ll occasionally be working in our facilities and connecting with the teams on the ground.

Your hours are shaped by our program needs, which means your schedule will flex throughout the year depending on what’s happening at Jump Gymnastics. Some weeks are a little busier than others — registration week, we’re looking at you! — and may require a few extra hours to make sure our families are supported and everything is ready to go.

You’ll work closely with our Camp Team, Coaches, and Management Team, so you’re always connected to what’s happening in our gyms and ready to jump in where you’re needed. Your schedule follows the rhythm of our programs — putting you where the action is and where you can make the biggest impact for our families and little ones.

Here’s what a typical week looks like:

Monday–Friday: 9:00 AM–4:00 PM online
Registration Weeks: Monday–Friday, 8:00 AM–4:00 PM online
Camp Weeks / Camp Days: 7:45 AM–3:45 PM at the Richmond facility

Flexibility is part of the role, and so is the fun that comes with being at the centre of all the moving pieces!

Minimum Qualifications

• Must be a minimum of 18 years old

• Standard First Aid and CPR Level C certificate

• A successful Criminal Record check, upon hiring

• A background in sales is advantageous, especially for candidates who have experience promoting programs or services to families.

• Proficient with Google Workspace (Docs , Sheets, Gmail ) 

Compensation

This position is paid hourly starting at $21.00.

Application

Complete our online application form and include a resume and cover letter with your submission.