Customer Success Representative

About the role:

This role sits at the intersection of sales, customer success and support, within our broader Customer Success and Revenue Operations team. Your focus is helping prospective members confidently join Everlab, supporting them through onboarding and making sure the experience lives up to what we've promised.

You'll be one of the people closest to our members. Every conversation is an opportunity to understand what matters to them, what's holding them back and where we can do better. That makes this more than a calls-and-inbox role: the insights you uncover will help improve our communications, systems and product.

A great product isn't enough if the journey into it is confusing. After a consult, prospective members can be left with unanswered questions, unclear next steps or practical blockers that stop them from joining. Often, a thoughtful conversation and the right follow-through are all it takes to help someone move forward. Your job is to understand those blockers, resolve them and help us stop them happening again.

The goal is to drive conversion and revenue through clarity and trust, never pressure, in a way that reflects our north star: be your healthcare partner for life.

Initially the split will be roughly 80% member conversations on the phone or in Google Meet, and 20% detailed revenue operations work. That will evolve with volume and what the team needs most.

This is a full-time hybrid role based in Sydney or Melbourne. Our team works from the office three days per week.

Responsibilities and Scope

Onboarding and conversion:

• Run Onboarding Consult and Diagnostics Review calls, using genuine discovery to understand each member's needs, answer questions and handle objections with clarity.

• Follow up with prospective members after consults to understand what's preventing them from joining and help resolve it.

• Make sure members understand what they're buying, how payments work and what happens next.

• Follow up on missed appointments and callback requests, keeping clear records and next steps.

Member support:

• Own the member journey between saying yes and becoming fully onboarded, making sure nothing falls through the cracks before their first appointment.

• Manage member communications over phone, Google Meet, SMS and email, including the sales and payments inboxes.

• Resolve queries end to end, coordinating with Clinical Ops, Support and Sales rather than leaving members to chase answers.

• Help with urgent member issues and technical troubleshooting, escalating anything outside your scope while maintaining ownership of the follow-through.

Revenue operations:

• Support payment enquiries, failed payments, refunds, plan changes, upgrades, downgrades and program exchanges, following the relevant processes and approval requirements.

• Handle billing and account-change requests raised by the wider team in Slack.

• Keep CRM records, patient management systems and other platforms accurate and up to date.

• Balance speed with care. Small administrative mistakes can have real consequences for a member.

Continuous improvement:

• Document the questions, objections and friction points you hear from members, looking for patterns rather than treating every issue as a one-off.

• Share actionable learnings with the Reception Manager and relevant teams.

• Help design scalable solutions, from clearer follow-up messages and better handovers to improved workflows and automations.

• Test changes, learn from the results and keep improving onboarding, revenue operations and the member experience.

What we're looking for:

Communication: Natural on the phone and customer-focused. You listen well, ask thoughtful questions and handle objections without relying on a script or pushing someone into the wrong decision.

Curiosity: Commercially minded. You want to understand why someone hasn't converted, what would help them move forward and what their experience tells us about the business.

Detail: Comfortable with precise, sometimes fiddly operational work, and you understand why accuracy matters.

Proactive: You don't just flag a problem. You investigate it, suggest a practical fix and follow through within your scope.

Adaptable: You can move between member conversations, inbox management and systems work without letting any of them quietly slip.

Comfortable with ambiguity: You can work within existing processes while helping improve them as the business evolves.

Self-directed: You learn quickly, document clearly and bring the discipline needed to work with autonomy.

Nice to have: Experience in sales, customer success, customer support or a service and operations role.

Working at Everlab:

Do work that matters: We're building the future of preventive health. Use your skills to prevent disease, improve access to personalised care, and reduce pressure on the health system.

Work-life flexibility: Hybrid working with 3 days in the office, plus flexibility to manage life beyond the 9 to 5 when it matters.

Experience Everlab as a customer: Full access to the Everlab health program, provided after successfully passing probation.

People you'll love working with: A welcoming, mission-driven team of smart, thoughtful people doing meaningful work.