About the role:

You'll join Everlab as a Customer Success representative, working at the intersection of sales, customer experience and member support.

You'll own the member experience immediately following their onboarding consultation, guide prospective members from interest to full membership, and make sure nobody falls through the cracks along the way. It's a high-trust, high-impact role designed for someone who wants to learn fast and do real work that matters.

We're looking for someone who is an excellent communicator, operationally sound, and ready to do whatever it takes to move things forward.

Responsibilities and scope:

Member conversion and onboarding:

Own the member experience immediately following their onboarding consultation, ensuring they feel confident, informed and supported.

Assist with questions around payment, appointment logistics and next steps, removing friction wherever possible.

Guide members toward full membership with warmth and clarity, striking the right balance between helpful and persuasive.

Liaise cross-functionally with Sales, Clinical and Operations to ensure continuity at every touchpoint.

Proactively identify and resolve blockers in the conversion journey, surfacing patterns and suggestions to the broader team.

Lead nurture and pre-consult support:

Provide responsive, empathetic support to warm leads who have paid a deposit but not yet booked their onboarding consult.

Follow up via HubSpot, Sinch and Front to assist with bookings, answer early-stage questions and ensure no one falls through the cracks.

Help prospective members understand what to expect, guiding them from interest to action with well-timed nudges.

Support broader nurture workflows by qualifying inbound interest, reinforcing value and connecting leads with the right next step.

Operational coordination and customer support:

Use and maintain internal systems including HubSpot, Notion, Airtable, Stripe and Google Sheets to track customer activity and deliver seamless support.

Contribute to designing and refining scalable rev-ops processes that improve both member experience and internal efficiency.

Coordinate with external vendors such as pathology and logistics partners to solve problems and clarify next steps.

Monitor key conversion metrics and help translate operational data into insights that improve team performance.

What we're looking for:

Reliability: You're a safe pair of hands. Thorough, dependable, and trusted to get things done properly.

Communication: You're a natural on the phone. Clear, confident and charismatic, and you build genuine relationships easily.

Empathy and integrity: You communicate calmly and honestly, and people trust you quickly.

Attention to detail: You notice typos, check twice and catch the little things.

Initiative: You find problems before others see them and take action.

Humility: You're happy doing whatever is needed to support the team.

Curiosity: You're keen to learn, fast to pick things up, and you welcome feedback.

Tools (nice to have): Experience with HubSpot, Notion, Aircall, Airtable, Customer.io or similar platforms.

Background (nice to have): Sales or customer support experience, startup experience, or an interest in the longevity space.

Working at Everlab:

Do work that matters: We're building the future of preventive health. Use your skills to prevent disease, improve access to personalised care, and reduce pressure on the health system.

Work-life flexibility: Hybrid working with 3 days in the office, plus flexibility to manage life beyond the 9 to 5 when it matters.

Experience Everlab as a customer: Full access to the Everlab health program, provided after successfully passing probation.

Share in our success: Employee Share Option Plan included as part of your total remuneration. We grow together.

People you'll love working with: A welcoming, mission-driven team of smart, thoughtful people doing meaningful work.

Locations
Sydney, Melbourne, Remote

Remote status
Hybrid

Employment type
Full-time