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Everlab is seeking a Customer Success Representative to join their Customer Success and Revenue Operations team. This hybrid role (3 days/week in office) is based in Sydney or Melbourne and sits at the intersection of sales, customer success, and support.
You will be responsible for helping prospective members confidently join Everlab and supporting them through onboarding. The role involves running onboarding consult and diagnostics review calls using genuine discovery to understand member needs, answer questions, and handle objections with clarity. You'll follow up with prospective members after consults to understand barriers to joining and help resolve them, ensuring members understand what they're purchasing, how payments work, and next steps.
Key responsibilities include owning the member journey from initial commitment through full onboarding, managing member communications across phone, Google Meet, SMS, and email, and resolving queries end-to-end by coordinating with Clinical Ops, Support, and Sales teams. You'll handle payment enquiries, failed payments, refunds, plan changes, upgrades, downgrades, and program exchanges following relevant processes. Revenue operations work includes maintaining accurate CRM records, patient management systems, and other platforms.
You'll also identify patterns in member questions, objections, and friction points, sharing actionable learnings with the Reception Manager and relevant teams. You'll help design scalable solutions and test improvements to onboarding, revenue operations, and member experience.
Initially, the role is approximately 80% member conversations and 20% revenue operations work, with evolution based on volume and team needs.
Requirements:
- Natural communication skills, particularly on the phone, with strong listening and questioning abilities
- Ability to handle objections without relying on scripts or applying pressure
- Commercial mindset with curiosity about conversion barriers and member experience insights
- Comfort with precise, detailed operational work and understanding of accuracy importance
- Proactive approach: investigating problems, suggesting practical fixes, and following through
- Ability to move between member conversations, inbox management, and systems work without letting tasks slip
- Comfort working within existing processes while helping improve them
- Self-directed learning, clear documentation, and discipline for autonomous work
- Nice to have: Experience in sales, customer success, customer support, or service and operations roles
