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Everlab
Everlab
11 – 50 Employees
ConsultingHealthcareLogistics
Everlab is an early-stage HealthTech company focused on preventive healthcare. It combines medical research, software, diagnostics, and clinician-led care to provide personalised risk-management and health-optimisation programs. Through its tech-enabled clinic model, Everlab delivers membership services, telehealth consultations, data-driven coaching, and long-term care plans supported by remote clinical teams. The company is building technology and care pathways designed to help members identify health risks early, prevent disease, and improve their wellbeing over time.
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Customer Success Representative at Everlab (Hybrid)

Guide Everlab members through healthcare consultations, conversion, payments, and onboarding. Support communications and revenue operations for personalised preventive care.

AUAustraliaHybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Lead Onboarding Consult and Diagnostics Review calls
  • Identify prospective members’ needs, answer questions, and address objections
  • Follow up after consultations to remove barriers to joining
  • Explain purchases, payment processes, and next steps
  • Follow up on missed appointments and callback requests
  • Manage the member journey from acceptance through completed onboarding
  • Communicate with members by phone, Google Meet, SMS, and email
  • Manage sales and payments inboxes
  • Resolve member enquiries end to end with Clinical Ops, Support, and Sales
  • Handle urgent member issues and technical problems, escalating out-of-scope matters while maintaining ownership
  • Support payment enquiries, failed payments, refunds, plan changes, upgrades, downgrades, and program exchanges
  • Process billing and account-change requests in Slack
  • Keep CRM, patient management, and platform records accurate
  • Record member questions, objections, and points of friction
  • Share actionable insights with the Reception Manager and relevant teams
  • Help develop scalable solutions, improved workflows, and automations
  • Test changes and improve onboarding, revenue operations, and member experience

Requirements

  • Confident and customer-focused on the phone
  • Strong listening skills and an ability to ask thoughtful questions
  • Able to address objections without relying on scripts or applying pressure
  • Commercially aware and curious about barriers to conversion
  • Accurate and comfortable with detailed operational work
  • Proactive in investigating issues and following them through to resolution
  • Adaptable across member conversations, inbox management, and systems-based tasks
  • Comfortable working with ambiguity and improving processes
  • Self-directed, quick to learn, and able to document information clearly
  • Experience in sales, customer success, customer support, service, or operations is desirable
  • Complete a short video response as a required part of the application

Benefits

  • Hybrid schedule with three days in the office
  • Flexibility to manage important commitments outside standard 9-to-5 hours
  • Full access to the Everlab health program after successfully completing probation
  • Welcoming team driven by its mission
  • Meaningful work in preventive healthcare

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