Customer Experience Lead: Member Care & Revenue

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 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.