Join to apply for the Customer Support Coordinator role at Fitness Passport
Join to apply for the Customer Support Coordinator role at Fitness Passport
We're transforming corporate wellness, and we need passionate people to help us on our mission.
Fitness Passport is the leading corporate health and fitness program, helping employees and their families stay active with ease. Since 2006, we’ve been breaking down barriers and expanding choice, partnering with top gyms, fitness facilities, and employers across Australia and New Zealand to give members access to thousands of fitness and wellness options.
Now, we're scaling fast as we evolve our digital offerings and reimagine how people experience fitness. Join us to make an impact where it matters most and enjoy benefits that truly support your well-being. Be part of our journey as we shape the future of corporate wellness—where innovation meets community, and well-being comes first.
The Role
As we continue to grow, we’re looking for a Customer Support Coordinator to play a key role in ensuring our members have the best possible experience at every touchpoint. Sitting within our Customer Support team, this role bridges day-to-day operations, escalations, process improvement, and cross-functional collaboration to deliver a seamless, supportive, and responsive member journey.
What You’ll Do:
* Coordinate member communications and monitor support queues to ensure timely, high-quality responses
* Report on key service KPIs and share insights with the wider business
* Manage escalations from our Customer Service Team with professionalism and empathy
* Review support processes, identify opportunities for improvement, and contribute to solutions
* Partner with offshore customer service teams to support training, development, and coverage during peak periods
* Act as a Subject Matter Expert across our CRM tools, supporting automation and systems optimisation projects
* Analyse member enquiry trends and provide insights to inform business decisions and service improvements
About You
* Previous experience in customer service, member support, or a client-facing role (ideally within health & wellness)
* You’re passionate about delivering great service and leave every interaction with a positive brand impression
* You enjoy solving problems, collaborating with others, and thinking critically about how things can be done better
* Strong computer literacy, including Excel and reporting tools
* Confident working with CRMs (Freshdesk, Salesforce, Zendesk or similar)
* Previous experience in a membership-based environment is highly desirable
* Exposure to QA frameworks is a bonus
* Proven ability to meet deadlines and stay organised in a fast-paced environment
* A natural team player with strong communication and stakeholder management skills
Why You’ll Love Fitness Passport
We don’t just talk about wellness - we live it! Our BeneFit Passport Rewards Program and values-driven culture support your well-being inside and outside of work. Here’s what’s waiting for you:
* Your very own Fitness Passport membership – access thousands of fitness facilities because we believe in what we offer
* 3 paid well-being days per year – because rest and recharge matter
* Hybrid & flexible work – our Sydney-based team enjoys three days a week in our new head office
* Generous WFH allowance to support our hybrid model
* ️️ Ongoing wellness perks – think fitness challenges, guest speakers, and more
* Paid parental leave to support you and your family
* Mental health support through Clear Head & our Employee Assistance Program
* Rewards & recognition – Earn Hero Points and get rewarded for your impact!
* Regular social events to stay connected and celebrate wins
How to Apply
Click ‘Apply’ and you’ll be directed to Jobs by Employment Hero. If you don’t already have an account, simply sign up with your email address. It only takes 2 minutes to submit your application. If it’s a match, our Talent Team will be in touch for a quick screening call.
We can’t wait to meet you!
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Wellness and Fitness Services
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