Camp Gladiator Customer Service — Expert Guide for Staff and Managers

Overview and Key Contact Points

Camp Gladiator (CG), founded in 2008 and headquartered in Austin, TX, operates a widespread outdoor group-fitness network and a consumer-facing digital platform. For members the most reliable single source for official policies, class schedules, and account changes is the company website (https://www.campgladiator.com) and the CG mobile apps on iOS and Android. Local Program Directors and trainers run ground-level operations; macro issues (billing, corporate refunds, legal questions) are escalated to corporate support.

From a customer-service perspective, treat CG as a hybrid business: tens to hundreds of local markets with one central brand. That means standardized policies (cancellation windows, refund rules) coexist with local variations (park permits, weather cancellation practices, trainer substitutions). Customer-service teams must always reference both the member’s local program details and the company-wide policy sheet available in the internal knowledge base.

Channels, Hours and Expected Response Times

Members typically contact CG via four channels: in-app support ticket, email, phone, and social messaging (Facebook/Instagram direct messages). For urgent safety or billing disputes, phone contact with a local trainer or Program Director yields the quickest resolution. In-app tickets are best for account changes because they automatically attach member IDs, session history, and recent payments.

Recommended SLA (service-level agreement) targets for any CG customer-service operation: first acknowledgement within 4 hours for business-day queries, full resolution within 24–48 hours for standard issues, and escalation to 72 hours for complex disputes requiring third-party verification (bank chargebacks, medical leave requests). Internally track average handling time (AHT) and first-contact resolution (FCR); aim for FCR ≥ 75% and CSAT ≥ 85% to maintain member retention above industry benchmarks.

Common Issues and Practical Resolutions

Billing and membership inquiries are the most frequent tickets: failed payments, automatic-renew confusion, and pack/session credits. Practical steps: verify membership type (monthly subscription vs. class-pack), pull the payment ledger (last 12 months), confirm the payment gateway transaction ID, and then apply credits or refunds only per policy. For subscription disputes, document member requests and timelines; if a charge is disputed after 60–90 days, involve payments operations for chargeback handling.

Class-level problems (trainer no-show, location changes, weather cancellations) are solved faster locally. Have a standard escalation flow: trainer → Program Director → market operations → corporate. Always log the member-facing communication and the operational corrective action (free make-up session, credit equal to the missed class, or prorated refund). Make-up/session-credit policies should be coded into the CRM to prevent inconsistency.

Billing, Cancellation and Refund Policies (Operational Details)

Typical pricing models you will encounter: drop-in sessions commonly range $10–$25, class packs (10 or 20 classes) are usually prorated per region, and unlimited monthly subscriptions typically fall between $99–$199/month depending on promotions and corporate discounts. These are market-level ranges; always confirm the member’s exact plan in the billing portal before quoting. Do not offer unilateral discounts or free months without approval from the Program Director or corporate escalation.

Cancellation and refund windows are critical: require written notice (email or in-app) for subscription cancellation and document the effective date. For medical holds, request a physician note or formal documentation; many programs allow temporary holds of 30–90 days with prorated billing adjustments. For chargebacks, preserve all communication logs and attendance records for disputes; payments teams usually respond to disputes within 7–14 business days.

Escalation Matrix and KPIs for Managers

Create a simple escalation matrix: Tier 1 (frontline trainers/CSRs) handles scheduling, account changes, and basic billing; Tier 2 (Program Directors/market managers) handles refunds up to a set dollar threshold (example: up to $250) and recurring billing disputes; Tier 3 (corporate operations/legal) handles large refunds, regulatory complaints, and chargebacks. Ensure each ticket includes the escalation timestamp, actions taken, and decision rationale.

Track these KPIs monthly: average first response time (<4 hours), average time to resolution (<48 hours), CSAT score (target ≥ 85%), NPS (target > 30 for high-growth fitness brands), and refund/chargeback rates (aim < 0.5% of monthly revenue). Use these numbers to identify systemic problems (e.g., if chargeback rate spikes during a promotion, audit the promotional redemption process).

• Top operational checklist for fast, consistent resolution:
  

  • Always verify member identity: full name, email, member ID, last 4 digits of payment method.
  • Pull attendance and payment ledger before promising credits or refunds.
  • Log every member communication in the CRM within 1 hour of contact.
  • Use templated responses for common issues but personalize them; include timelines and next steps.
  • Escalate per matrix and include all documentation for tiers 2–3.

Training, Scripts and Member Experience Tips

Train frontline staff using scenario-based modules: billing reversals, weather cancellations, and class substitutions. Each module should include exact phrasing for member empathy (e.g., “I understand the frustration — here’s what I can do right now…”), the facts to collect, and the exact outcome(s) you are authorized to offer. Role-play cycles of 10–12 minutes produce measurable improvements in CSAT in most operations.

Measure training effectiveness with QA audits: sample 5–10% of interactions weekly, score against a 10-point rubric (verification, accuracy, empathy, closure), and coach low performers within 72 hours. Encourage proactive outreach: if a trainer must cancel a class, send personalized notifications and offer immediate credit/makeup options; proactive communication reduces inbound tickets by 30–50% in most field-service businesses.

Final Notes and Resources

Always direct members to the official resources for policy confirmation: the CG Help Center in the app and the FAQs on https://www.campgladiator.com/help. For local program-specific questions, a Program Director or trainer listed in the member’s app view is the primary contact. For systemic issues (billing platforms, app outages), follow corporate incident protocol and publish clear status updates to social channels and the app.

Well-documented, empathetic, and quick customer service preserves member lifetime value and community trust. Use the KPIs and escalation practices above to reduce churn, limit refunds, and keep local trainers focused on delivering great workouts while corporate handles the complex administrative edges.

Who started Camp Gladiator?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Camp Gladiator was co-founded by Ally Davidson and Jeff Davidson. Ally, who was also known as Ally ‘Kelly’ Davidson, gained recognition after winning the grand championship on the relaunched American Gladiators. The Davidsons started Camp Gladiator in 2008 with a focus on outdoor, high-intensity group workouts.  Here’s a more detailed look:

• Ally Davidson’s Role: Ally was Camp Gladiator’s first trainer and played a key role in launching the business. She’s also the co-CEO of the company. 
• Jeff Davidson’s Role: Jeff is also a co-founder and co-CEO of Camp Gladiator, and the couple co-manages a non-profit, CG Victory. 
• Founding Story: The couple started Camp Gladiator after Ally’s success on American Gladiators. They used a stack of cones and a parking lot to begin their outdoor fitness program. 
• Business Model: Camp Gladiator utilizes a network of trainers who operate as independent contractors, running group workouts in various locations like parks, fields, and parking lots. 
• Growth: Camp Gladiator has expanded to numerous locations and has impacted hundreds of thousands of lives. 

AI responses may include mistakes. Learn moreAbout Us – Camp Gladiator2008. Co-Founder and Co-CEO, Ally Davidson, auditioned for American Gladiators on her wedding day and became the Grand Champion! A…Camp GladiatorCamp Gladiator’s Ally Davidson: “Our Competition Is- Texas MonthlyFeb 25, 2019 — “But it hasn’t been the reason for the success of the business. We’ve succeeded because of our hustle, our grit, and o…Texas Monthly(function(){
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What kind of workout is Camp Gladiator?

Each session is approximately 30 – 60 minutes long, led by a Certified Personal Trainer, and takes place outside in a group or online. You’ll perform common cardio and body weight exercises such as lunges, squats, sprints, push-ups, shoulder presses, bent over rows, deadlifts, and burpees.

How do I contact Camp Gladiator customer service?

Contact information for notices: [email protected]; Camp Gladiator Customer Service, 9185 Research Blvd, Austin, TX 78758; or 866-594-8859.
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How do I contact camp systems?

Let us know how we can be of assistance. Our team is available 24/7 to answer all your questions. Fill out the form below or give us a call at 1-877-411-CAMP (US and Canada).

How much do Camp Gladiator instructors make?

The average Trainer base salary at Camp Gladiator is $54K per year.

Who is the CEO of Camp Gladiator?

Our Co-CEO, Ally Davidson, was Camp Gladiator’s first Trainer. She started with a stack of cones and 20 Campers in a parking lot in Dallas, TX. Now we offer thousands of Outdoor and Online workouts every week.