About the role
About
the role: As a Customer Success Representative , you’ll play a pivotal role at the intersection of sales, customer experience, and support—owning the member journey immediately following their onboarding consultation. You’ll ensure every member feels informed, confident, and supported as they take their next steps toward full membership. This is a full-time role, with 1–2 days per week in-office for team members located near our Melbourne or Sydney offices (Melbourne preferred). For those based elsewhere in Australia,
the role may be fully remote. It’s ideal for someone who thrives in a fast-paced, high-growth environment, has strong communication skills, and is excited to work directly with members to deliver a high-trust experience that drives real impact.
Responsibilities and scope: Member conversion & onboarding: Guide members through the post-consult experience—helping them understand next steps, navigate logistics, and move smoothly toward full membership. Answer questions around payment, appointments, and product details with warmth, clarity, and care. Collaborate closely with Sales, Clinical, and Operations teams to ensure seamless handoffs and consistent communication. Proactively surface and resolve blockers in the conversion process, sharing insights and improvements with the wider team. Lead nurture & pre-consult support: Provide timely, empathetic support to warm leads who’ve paid a deposit but haven’t yet booked a consultation. Use tools like HubSpot, Sinch, and Front to follow up, encourage bookings, and ensure no leads fall through the cracks. Set expectations and reinforce Everlab’s value proposition to help members move from interest to action. Operational coordination & customer support: Use and maintain internal tools (HubSpot, Notion, Airtable, Stripe, Google Sheets, etc.) to deliver seamless, trackable support. Coordinate with external vendors (e.g. pathology labs, logistics providers) to support member outcomes. Monitor key metrics and contribute insights that improve conversion performance and customer experience. What we are looking for: A clear, confident, and charismatic communicator—especially on the phone. Trustworthy, thorough, and known as a safe pair of hands. Naturally empathetic and relationship-driven—you build trust quickly and communicate with care. High attention to detail—you notice the small things and check your work twice. Proactive and solutions-focused—you take initiative and spot opportunities to improve. Humble and helpful—you’re happy doing whatever is needed to support
