Customer Service & Support Specialist

📍 Location: Fernwood National Support Office (On-site – Richmond VIC)
🕒 Part-Time: 3 days per week

Are you a customer service superstar who thrives on helping people and solving problems?

Join Fernwood Fitness—the leading women’s health and wellness network in Australia—and play a vital role in supporting our club teams nationally with systems, tech, and day-to-day operations.

About Fernwood

At Fernwood, we believe in a balanced lifestyle built on movement, nourishment, wellness, connection and self-love. With over 94,000 members and 70 clubs across Australia, we’re passionate about empowering women to shine—every day.

About the Role

We’re seeking a Customer Service & Support Specialist to join our National Support Office team in Richmond. In this 3-day-per-week role, you'll be the central point of contact for Fernwood clubs and franchisees for all system-related and operational support.

You’ll work closely with our Operations and IT teams to ensure a smooth day-to-day experience for our clubs—whether it’s helping troubleshoot issues, managing support tickets, or assisting with onboarding and training.

No formal IT background needed—we’re looking for someone with outstanding customer service skills, a proactive attitude, and the ability to learn on the job.

Key Responsibilities

Be the first point of contact for Fernwood clubs for system queries and in-club operational support

Deliver exceptional service and timely support via phone, email, and in person

Manage and resolve support tickets efficiently, ensuring SLAs are met

Support the testing and rollout of system updates and new features

About You

You bring a customer service-first mindset—helping people and solving problems is your thing

You're friendly, professional, and a confident communicator (written and verbal)

You’re organised, calm under pressure, and great at juggling multiple priorities

You’re curious and open to learning new systems—we’ll provide full training

Your background might be in customer service, admin, fitness, retail, or hospitality—what matters is your attitude and people-first approach

Why Join Fernwood?

At Fernwood, we support our team with the same energy and care we give our members. When you join us, you’ll enjoy:

A fun, welcoming team and empowering culture

Free Fernwood membership

Birthday leave – take your special day off, on us!

Weekly team workouts to keep you energised

Personal development support to help grow your career

How to Apply

If you're passionate about customer service and want to help drive operational success across the Fernwood network, we’d love to hear from you.

📧 Send your resume and a short cover letter to:
[email protected]