Join the Cartel – Customer Care Team Leader

Be part of a high-energy, supportive environment where growth and development are encouraged. Work alongside a passionate team focused on delivering exceptional member experiences, with strong earning potential within a performance-driven culture.

What’s In It For You

• FREE gym membership across all Fitness Cartel locations
• Discounted access to Merse Wellness Spas
• Staff discounts on supplements, apparel & café products
• Paid Birthday Leave — take your day off, on us
• Career progression opportunities through our Future Leaders Program
  
  

The Role

We’re looking for a proactive and people-focused Customer Care Team Leader to join our Support Office team.

In this role, you’ll support the Customer Care Manager in leading our Customer Care Specialists, driving member retention strategies and managing cancellation conversations with empathy and professionalism. You’ll play a key part in improving save rates, supporting new club growth, and ensuring members feel valued throughout every stage of their journey.

Key Responsibilities

Team Leadership & Daily Operations

• Support and supervise the Customer Care Specialist team day-to-day
• Manage workflow allocation, call priorities and daily team setup
• Provide coaching, guidance and real-time support to team members
• Assist with onboarding and training of new starters
• Foster a positive, accountable and member-first team culture

Cancellation Management & Member Retention

• Conduct outbound cancellation save calls with members
• Support the team during high cancellation volumes
• Act as the escalation point for complex or sensitive enquiries
• Drive retention strategies to improve cancellation save rates
• Ensure consistent processes and messaging across the business
• Analyse trends and provide feedback to improve member experience
• Maintain accurate member notes and professional communication across phone, email and SMS

What You’ll Bring

• Experience working in a KPI-driven or customer-focused environment
• Previous leadership or senior customer care experience (fitness industry experience highly regarded but not essential)
• Strong communication skills with the ability to listen, empathise and influence
• A proactive mindset with strong problem-solving abilities
• Passion for delivering outstanding member experiences
• Highly organised with the ability to multitask and prioritise
• Professional, reliable and team-focused approach
• Current First Aid & CPR (or willingness to obtain)
• Australian working rights

Why Fitness Cartel?

At Fitness Cartel Australia, we’re more than a gym — we’re one of the fastest-growing fitness brands in the country, with plans to expand to 60+ clubs by 2030. Our premium facilities, strong culture and high-performance mindset create an environment where both members and team thrive.

This isn’t just a role — it’s a career pathway. With structured development, leadership mentoring and real progression opportunities, you’ll be joining a brand that rewards ambition, energy and results.

How to Apply

Click APPLY to submit your resume and tell us why you’d be a great fit for the Cartel. Applications will be reviewed as received — don’t wait!

Note: Only candidates meeting our selection criteria will be contacted. No agencies please.