Customer Service & Support Specialist

About us

Fernwood Womens Health Clubs is a leading provider of health and fitness services exclusively for women across Australia. We are committed to creating welcoming, supportive environments where our members can achieve their health and wellness goals. With a strong focus on community, inclusivity and member satisfaction, Fernwood has built a reputation for delivering exceptional fitness experiences and personalised support to thousands of women nationwide.

About the role

We are seeking a Support & Operations Specialist to join our team at our Richmond National Support Office on a full-time basis. In this role, you will be the first point of contact for our Franchisees & Club teams, providing technical support, troubleshooting assistance and exceptional customer service across multiple channels. You will play a vital role in ensuring our Franchisees, club staff and members have a seamless experience with our digital platforms, facilities and services. This position is essential to maintaining member satisfaction and loyalty whilst supporting the smooth operation of our clubs.

Key responsibilities:

• Provide first-level technical support to Franchisees, & club staff via support tickets, phone & email

• Troubleshoot and resolve issues related to membership accounts, facility access systems, booking platforms and digital applications

• Document support tickets accurately and maintain records of all interactions and resolutions

• Escalate complex technical issues to senior IT support teams in a timely manner with comprehensive information

• Assist with account setup, password resets, system navigation and feature utilisation

• Identify recurring technical issues and communicate these to the IT team to prevent future problems

• Maintain comprehensive knowledge of club facilities, services, membership options and company policies

• Contribute to the development and maintenance of knowledge base documentation and help resources

• Meet or exceed service level agreements and performance targets for response times and resolution rates

What we're looking for

• Proven experience in a customer service or IT help desk support role, ideally within a membership-based or service-oriented organisation
• Strong technical proficiency with Windows and Mac operating systems, web browsers and standard software applications
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues systematically
• Outstanding communication skills with the ability to explain technical concepts in simple, user-friendly language
• Demonstrated ability to manage multiple enquiries simultaneously whilst maintaining high quality support standards
• Proven patience, empathy and commitment to delivering exceptional customer service
• Strong organisational skills and attention to detail when documenting issues and solutions
• Ability to work efficiently both independently and as part of a collaborative support team
• Customer service certification or IT support qualification is advantageous
• Familiarity with ticketing systems, CRM platforms or help desk software is desirable
• Understanding of fitness industry operations or health club systems would be beneficial but not essential

What we offer

At Fernwood Womens Health Clubs, we invest in our employees and believe in creating a supportive workplace culture. We offer a competitive salary package commensurate with experience and qualifications. Additional benefits include complimentary club membership, access to health and wellness programmes, ongoing professional development opportunities and training in the latest support technologies. We are committed to work-life balance and offer flexible scheduling where possible. Our team environment is collaborative and supportive, with opportunities for career progression within the organisation. We welcome applications from candidates of all backgrounds and encourage enquiries about any adjustments or support you may require during the recruitment process.

Apply now

If you are a dedicated customer service professional with strong technical aptitude and a passion for helping others, we would love to hear from you. Please submit your resume, cover letter and contact details to join the Fernwood team and make a difference in our members' experiences.