Customer Support Officer

About Us:

At Fitness Passport, we are driven by a clear purpose — to make fitness more accessible, so more people can lead active and healthier lives. Established in 2006, we're a corporate health and fitness program partnering with the public sector, corporate employers, and leading fitness facilities across Australia and New Zealand, providing members with access to a wide range of gyms and wellness resources.

As we enter an exciting new phase of growth, Fitness Passport is executing an ambitious strategy while keeping our member experience a top priority.

The Role:

Are you passionate about delivering exceptional customer service and building strong relationships?

We're seeking a proactive and detail-oriented Customer Support Coordinator to join our Network Development team. In this role, you'll be the first point of contact for facility partners, ensuring smooth operations and high-quality support.

What you will be doing:

• Respond to facility support enquiries via email and phone, providing first-class customer service
• Manage facility partner relationships, both proactively and reactively
• Manage ticket queues (Freshdesk platform) to meet and exceed support KPIs
• Maintain and update facility information, contracts, and member data across systems
• Assist with facility price increases and contract management
• Support internal teams and assist with special projects as required
• Work with facility partners to resolve issues and ensure continued participation in programs
• Assist with visit compliance and reporting, ensuring facilities meet required standards.

About You:

• Previous experience in a customer service role
• Experience or knowledge of the fitness industry highly regarded
• Strong written and verbal communication skills
• Advanced attention to detail and problem-solving ability
• Highly developed interpersonal and relationship management skills
• Strong organisation, planning, and prioritisation skills
• Ability to work independently, meet deadlines, and thrive in a fast-paced environment
• Contract literacy and sound computer skills (Excel, database management, MS Office Suite, Adobe)
• Experience with CRM databases and membership-based organisations desirable
• Energetic, driven, honest, and reliable, with a strong teamwork ethic.

What you'll Love :

Fitness Passport is officially a Great Place to Work — again

We're proud of our culture, and even prouder of the people who make it what it is.

At Fitness Passport, we're not just about providing access to great gyms and wellness facilities — we've also created a fantastic place to work. Our company values of Collaboration, Growth, Respect, Integrity and Wellbeing define our culture and the principles we use to operate our business.

We don't just talk about wellness – we live it Our BeneFit Passport Rewards Program and values-driven culture support your well-being inside and outside of work.

Here's what's waiting for you:

Your very own Fitness Passport membership – access thousands of fitness facilities because we believe in what we offer

3 paid well-being days per year – because rest and recharge matter

Hybrid & flexible work – our Sydney-based team enjoys three days a week in our new head office

Generous WFH allowance to support our hybrid model

Ongoing wellness perks – think fitness challenges, guest speakers, and more

Paid parental leave to support you and your family

Mental health support through Clear Head & our Employee Assistance Program

Rewards & recognition – Earn Hero Points and get rewarded for your impact

Regular social events to stay connected and celebrate wins

'Pawesome' incentives like bring your dog to work day

How to Apply:

Click 'Apply' and you'll be directed to Jobs by Employment Hero. If you don't already have an account, simply sign up with your email address. It only takes 2 minutes to submit your application. If it's a match, our Talent Team will be in touch for a quick screening call.

We can't wait to meet you