Member Support Officer (Part Time)

Bailey Fitness PTY LTD; Perth; On-site; AUD 28,000 - 34,000; Part time

Job summary

Pursuit Muay Thai is seeking a part-time Membership Support role based at our Morley club in Western Australia. You’ll handle member inquiries via Freshdesk, phone and email, process cancellations and freezes, and manage billing queries.

The role focuses on keeping members engaged and ensuring accurate contract records across our club network. The ideal candidate brings real customer service experience, a sense of urgency, and a friendly, clear communication style.

Qualifications

• Experience in customer service and admin roles.
• Strong written and verbal communication.
• Ability to stay organized and accurate with records.

Responsibilities

• Responding to member enquiries through Freshdesk, phone and email
• Processing membership cancellations, time freezes and account changes
• Resolving account and billing queries, including overdue payments
• Calling members to re-engage and remotive them into classes
• Driving proactive member retention across clubs
• Gathering reviews from members who love what we do
• Keeping member records clean, accurate and up to date

Skills

Customer service

Communication

Attention to detail

Tools

Freshdesk

Job description

In a membership business, the sale is only the start. What keeps people training, paying and telling their mates about us is how we look after them once they’re through the door. When a member needs to freeze their account, sort out a payment or talk through a cancellation, the person on the other end decides whether they walk away happy or walk away for good.

That person is you.

About Pursuit Muay Thai

Pursuit Muay Thai is the fastest growing martial arts club in the country. We have clubs open and under construction across WA, VIC, NSW and SA, and we’re on a mission to bring Muay Thai and martial arts to the mainstream.

Martial arts changes lives. It builds resilience, confidence and work ethic. Our job is to make sure every member gets the chance to experience that, and that nothing on the admin side gets in the way.

The role

This is a part time role, 30 hours per week, based at our head office at the Morley club. Shifts alternate between mostly daytime hours, with two evening shifts each week.

You’ll be the voice of Pursuit for members across our network. Everything runs through Freshdesk, our member support system, along with phone and email. Speed matters here. A member waiting three days for an answer is a member we’re at risk of losing, so you’ll take pride in getting things sorted quickly and properly the first time.

What you’ll be doing

Responding to member enquiries through Freshdesk, phone and email

Processing membership cancellations, time freezes and account changes accurately and on time

Resolving account and billing queries, including following up overdue payments

Calling members who haven’t been training, finding out what’s going on, remotivating them and booking them back into their club

Driving proactive member retention across our clubs

Gathering reviews from members who love what we do

Keeping member records and contracts clean, accurate and up to date

Who we’re looking for

We’re not after someone who reads from a script. We want someone who genuinely gives a damn.

Ideally, you’ve been through the ringer a bit. You’ve got life experience. You’ve been on the receiving end of fantastic customer service and terrible customer service, and you know exactly how each one made you feel. You bring that to every conversation.

You’ll have:

A real appreciation for customer support and the admin that sits behind it

A sense of urgency, because in customer service, time is everything

The ability to handle a frustrated member calmly and leave them better off than when they called

Sharp attention to detail, because contracts and accounts need to be right

Clear, friendly communication, on the phone and in writing

A passion for health and fitness

It would be great if you also have:

Experience with Freshdesk or another ticketing system

Experience working in gyms or a membership based business

A passion for martial arts

None of these are deal breakers. The right attitude matters more than the right resume.

Why Pursuit

Join a business that’s growing fast, with real opportunity to grow alongside it

Work in a role that directly shapes how thousands of members experience our clubs

Be part of a team that cares about doing things properly

Work from a club where martial arts is happening around you every day