Customer Care Representative - Australia

Role overview Support studios, gyms, and other wellness businesses using an all-in-one platform for managing bookings, payments, schedules, and related operations. As their main point of contact, you’ll handle support requests from first message to resolution, help partners get more from the platform, and bring their feedback to internal teams. The work is fast paced, with conversations handled across chat, email, and scheduled video calls.

Responsibilities - Manage partner requests across chat, email, and scheduled video calls, building trust and keeping each interaction on track. - Investigate operational issues such as scheduling, payments, migrations, and integrations; confirm when a solution has worked and close the loop. - Balance multiple conversations and priorities while staying engaged with the support queue during scheduled shifts. - Collaborate with product, engineering, onboarding, and migration teams to resolve issues that lack a standard process. - Learn platform features, use internal AI-assisted tools where helpful, and ensure responses are accurate and clear. - Share partner feedback and patterns with internal teams to improve the product and prevent repeat issues.

Requirements - One to two years of customer support, contact center, or customer-facing operations experience, ideally in a high-volume setting. - Clear, concise, and warm written communication for chat and email. - Ability to juggle chats, scheduled calls, and email while prioritizing urgent issues. - Good judgment, practical problem-solving, organization, and ownership of customer issues. - Availability for a regular shift from about 10:00 a.m. to 6:30 p.m. Sydney time, with some daylight-saving variation, and Saturday and/or Sunday coverage.

Nice to have Experience working in a wellness business and using its operational software; familiarity with tools such as Intercom, Slack, Notion, or Google Workspace; comfort with AI-assisted tools; or a bachelor’s degree.

Benefits and work setup This is a contract role at $23–$27 USD per hour for a 40-hour work week. Pre-approved hours above 40 are paid at 1.5 times the standard rate. Stock options are offered.