Onboarding & Member Success Specialist

Everlab; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Everlab is building the future of preventive health. This role sits at the intersection of sales, customer success and support within the Customer Success and Revenue Operations team.

You’ll guide prospective members through onboarding, resolve blockers, and ensure a smooth journey from consult to activation on a hybrid basis in Sydney or Melbourne. Initially the focus is 80% member conversations via phone/Meet and 20% revenue operations tasks, with three days in the office.

Qualifications

• Experience in sales, customer success or service/operations roles preferred.
• Strong communication and active listening skills.
• Comfortable handling objections and questions with clarity.

Responsibilities

• Run Onboarding Consult and Diagnostics Review calls, using discovery to understand needs, address questions and objections.
• Follow up with prospective members after consults to understand blockers and help resolve them.
• Explain what members are buying, how payments work and what happens next.
• Follow up on missed appointments and callback requests with clear next steps.
• Own the member journey from yes to onboarding, ensuring nothing falls through the cracks before first appointment.
• Manage member communications across phone, Google Meet, SMS and email, including sales/payments inboxes.
• Resolve queries end to end, coordinating with Clinical Ops, Support and Sales.
• Balance speed with care; maintain accurate CRM records and avoid missteps.

Skills

Customer success

Sales

Communication

Problem solving

Job description

Everlab is building the future of preventive health. This role sits at the intersection of sales, customer success and support within the Customer Success and Revenue Operations team.

You’ll guide prospective members through onboarding, resolve blockers, and ensure a smooth journey from consult to activation on a hybrid basis in Sydney or Melbourne. Initially the focus is 80% member conversations via phone/Meet and 20% revenue operations tasks, with three days in the office.