Customer Support Advisor (Fitness and Wellbeing)

TL;DR

Customer Support Advisor (Fitness and Wellbeing): Supporting fitness and wellbeing consumers across Australia and New Zealand by resolving account, payment, contract, and service queries with an accent on empathetic communication, first-contact resolution, and accurate case management. Focus on handling complex escalations, managing overdue balances, negotiating payments, and maintaining reliable records across support and administration systems.

Location: Hybrid role based in the Melbourne office, with 2–3 days per week in the office and the remainder working from home. Candidates must be legally authorised to work in Australia; visa sponsorship is not provided.

Company

Provides vertical software, embedded payments, and AI-powered capabilities for fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries.

What you will do

• Respond to phone calls, emails, and chats from consumers and customers in a polite, prompt, and professional manner.
• Resolve first-line account, payment contract, and contractual relationship queries while maintaining a high first-contact resolution rate.
• Investigate, track, and resolve queries through the query management system, escalating complex issues when necessary.
• Discuss overdue balances and payment negotiations in line with collections policies.
• Record communications and update internal and external systems accurately.
• Follow defined support scripts and directions while meeting service-level agreements.

Requirements

• Excellent communication skills across telephone, email, and face-to-face interactions.
• Active listening, patience, empathy, and the ability to build positive relationships with consumers and colleagues.
• Strong problem-solving skills and a rational approach to identifying details and resolving issues.
• High attention to detail when documenting issues and maintaining system records.
• Ability to work effectively in a fast-paced team environment and meet SLAs.
• Legal authorisation to work in Australia is required; visa sponsorship is not available.

Culture & Benefits

• Six-month fixed-term contract with flexible hybrid working arrangements.
• Values include finding a better way, doing the right thing, direct communication, teamwork, and ownership.
• Paid parental leave programs and three additional paid volunteer days.
• Access to mental health support, diversity and inclusion initiatives, and a global mentorship program.
• Supportive international network with opportunities for professional growth.

Hiring process

• Submit a resume through the careers portal or an external job board.
• Include the word “moonshot” at the top of the message to the Hiring Manager.
• Successful applicants will be contacted regarding the next steps.