Customer Experience Lead

Love Athletica; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Unlimited Pilates across studios

Fridays/Saturdays off

Job summary

Love Athletica in Melbourne is seeking a CX Lead to manage our member inbox and Mindbody operations. You’ll resolve inquiries across bookings, memberships and payments, ensuring fast, friendly and accurate responses while maintaining revenue integrity.

You’ll spend one day a week in our studios, and four days in person each week, collaborating with the CX Manager and wider team to optimise the member experience and retention.

Qualifications

• Proven experience leading a busy CX function across locations.
• Strong backend familiarity with booking, membership and ecommerce platforms (Shopify backend mentioned as example).
• Mindbody experience is strongly preferred and knowledge of CRM/helpdesk tools is essential.
• Excellent written communication and careful attention to detail.
• Ability to balance member experience with commercial and operational priorities.

Responsibilities

• Own the member inbox and Mindbody Messenger across studios and states.
• Resolve enquiries about bookings, memberships, billing and payments.
• Own inquiries from start to finish with clear prioritisation and follow-up.
• Escalate refunds and complex issues to the CX Manager with context and steps.
• Maintain accurate member notes and internal processes.
• Run weekly revenue integrity checks and monitor pricing, expiries and fees.
• Provide reliable Sunday inbox coverage and support in the studio when needed.

Skills

CX management

Customer experience

Written communication

Problem solving

Independent decision making

Tools

Mindbody

Gorgias

Zendesk

Shopify backend

Job description

Love Athletica is a Pilates community of ten studios across four states. We believe the way you feel when you walk into one of our studios should carry through everything we do. That includes the moment a member hits send on a question about their booking, their membership or their next class. Our inbox is where the Love Athletica experience keeps going, and we’re looking for someone who wants to lead it.

As our CX Lead, you’ll be the right hand to our Customer Experience Manager and the go-to person for our members. You’ll take leadership of our member inbox, making sure every enquiry gets a fast, friendly and accurate response that feels unmistakably us.

Alongside the inbox, you’ll help keep our revenue on track with weekly checks across fees, payments and memberships. You’ll become a genuine Mindbody expert, working alongside the CX Manager. And because the best insights come from being on the ground, you’ll spend one day a week in our studios, with our members and instructors.

What you’ll do

Own our member inbox and Mindbody Messenger across every studio and state, responding promptly and warmly.

Resolve member enquiries across bookings, memberships, billing, payments, class packs, intro offers and account issues.

Take ownership of enquiries from start to finish, keeping priorities moving and following through on every outstanding issue.

Make confident, independent decisions within your authority, including resolving common booking, account and payment issues without needing day-to-day supervision.

Process cancellations and suspensions in line with our policies, notice periods and minimum commitments.

Follow up on cancellations, understand why members are leaving and identify opportunities to retain them.

Manage late cancellations, no-shows and payment issues with clarity, empathy and sound judgement.

Escalate refunds, waivers, goodwill requests and complex complaints to the CX Manager, providing clear context and recommended next steps.

Maintain accurate member notes, account records and internal processes.

Manage Mindbody settings, booking links, pricing options and common technical issues, keeping our SOPs and Notion knowledge base accurate and up to date.

Run weekly revenue integrity checks across charges, payments, late cancellation and no-show fees, auto-pays, billing rates and class pack expiries, resolving discrepancies and escalating anything outside your authority.

Provide reliable Sunday inbox coverage, independently resolving routine issues and making sure members can continue booking and accessing our studios.

Work closely with the CX Manager, with support available for more complex issues and ongoing development.

About you

You’re an experienced, capable CX operator who can manage a busy inbox, solve problems independently and keep things running without needing constant direction. You’re comfortable making decisions, taking ownership and balancing member experience with commercial and operational priorities. You enjoy working in a fast-moving business where you can make a tangible difference.

What you bring

Proven experience managing a busy customer experience function, ideally across multiple locations.

Strong confidence working in the backend of a booking, membership or ecommerce platform (for example Shopify), including managing settings, updating customer profiles, processing cancellations and resolving account issues. Mindbody experience is strongly preferred.

Experience using a CRM or helpdesk to manage enquiries, track follow-ups and maintain customer history (for example Gorgias or Zendesk).

The ability to troubleshoot common system and account issues independently, particularly when working without immediate manager support.

Experience in a customer-facing, in-person environment and an understanding of what great service looks like on the ground.

Strong written communication, a warm and considered approach, and excellent attention to detail.

Sound judgement and the confidence to prioritise competing demands, make decisions within your authority and recognise when something needs escalation.

A proactive, commercially minded approach, with an eye for billing accuracy, revenue integrity and opportunities to improve member retention.

A Melbourne base and the ability to work four days in person each week. Sunday to Thursday, four days in person and Sundays from home or in studio

Bonus points if you have

A love of Pilates, fitness or wellness.

Experience in a business with physical locations.

Mindbody experience

Why you’ll love it here

Unlimited Pilates across all our studios.

Real ownership of a national function at a brand that’s growing.

A direct line to the head of the department, and the chance to work alongside them every day.

A clear path forward, with new roles coming across marketing and CX.

A dynamic head office space, designed for our team to work, connect and create together.

Full support to build your Mindbody skills over your first six months.

Friday & Saturday off every week

Sound like you?

As we grow, you’ll help shape how our CX team works, improve the way we do things and make a real difference to how our members feel about Love Athletica. If you love helping people, enjoy being hands-on and want to grow with a team that genuinely cares, we’d love to hear from you.