Member Success & Onboarding Specialist

Flight Centre Travel Group; Australia; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Exclusive staff discounts

Travel discounts

LinkedIn Learning access

Employee share plan

Health and wellness discounts

Corporate Health Discounts

Learning & development pathways

Access to global conferences (e.g., 2‑

Job summary

Envoyage, part of the Flight Centre Travel Group, is seeking a Member Support Specialist for our Australia team. You will be the day-to-day contact for independent advisors and agencies, guiding them from onboarding through ongoing operations.

You’ll cover onboarding, network support, events, and communications, building strong relationships, resolving issues, and driving engagement across the member community.

Qualifications

• Experience in a B2B or B2C customer service or membership services environment.
• Strong relationship-building skills and a genuine passion for customer service.
• Outstanding written and verbal communication.
• Advanced problem-solving ability with a solutions-minded approach.
• Exceptional organisational skills and attention to detail.
• Confidence presenting to groups and facilitating training sessions.
• Advanced Excel and Microsoft Office proficiency.
• Knowledge of the travel industry beneficial.
• Ability to juggle multiple projects and priorities.
• Willingness to embrace AI tools.

Responsibilities

• Act as the first point of contact for member enquiries, delivering prompt, professional and solutions-driven support via Salesforce, phone and email. Own issues end-to-end, ensuring timely resolution within SLAs and a high-quality experience at every touchpoint.
• You’ll run the end-to-end onboarding process for new advisors and agencies, delivering education materials, managing system set-ups, and making sure every new member feels welcomed and set up for success. You’ll also track satisfaction and look for ways to streamline the process.
• From monthly inductions to network support days and supplier events, you’ll help coordinate and deliver experiences that strengthen our member community — both in-person and virtually. You’ll gather feedback to continuously improve what we offer.
• You’ll draft and distribute communications via Workvivo, email and other channels, maintain knowledge articles and operational documents, and help drive engagement across the network.

Skills

Customer service

Relationship building

Communication skills

Problem solving

Organisational skills

Training delivery

Presentation skills

Excel

Travel industry knowledge

Multi-tasking

AI tools awareness

Tools

Salesforce

CRM software

Workvivo

Microsoft Office

Job description

Envoyage, part of the Flight Centre Travel Group, is seeking a Member Support Specialist for our Australia team. You will be the day-to-day contact for independent advisors and agencies, guiding them from onboarding through ongoing operations.

You’ll cover onboarding, network support, events, and communications, building strong relationships, resolving issues, and driving engagement across the member community.