Member Experience Executive

About ViFit

ViFit is a fast-growing fitness brand that connects people to healthier lives through our workout app and network of studios across Singapore. Whether members are booking a class, or learning about our App, we want every interaction to feel effortless and supportive. Our Customer Service team is the friendly voice behind that experience.

The Role

We're looking for a Member Experience Executive to be the first point of contact for our members and studio clients. You'll handle enquiries across all our communication channels — phone, email, live chat, WhatsApp, and social media — resolving questions about memberships, class bookings, the app, billing, and studio services. This is a hybrid role: you'll split your time between working from home and being on-site at our studio/office in Singapore.

If you love helping people, stay calm under pressure, and enjoy solving problems, you'll fit right in.

Key Responsibilities

• Respond promptly and professionally to client enquiries across multiple channels (phone, email, live chat, WhatsApp, in-app messaging, and social media)
• Assist members with account setup, class bookings, membership plans, cancellations, and app navigation
• Resolve billing and payment queries, escalating complex cases where needed
• Troubleshoot common app and technical issues, guiding clients through step-by-step solutions
• Handle complaints with empathy, aiming for first-contact resolution and turning negative experiences into positive ones
• Log and track enquiries accurately in our CRM/helpdesk system
• Coordinate with studio teams, tech support, and other departments to resolve client issues
• Share recurring feedback and pain points with the team to help improve products and processes
• Support studio front-desk operations during on-site days when required
• Meet response-time and customer-satisfaction targets

Requirements

• Minimum 1–2 years of experience in a customer service, client support, or front-of-house role (fresh graduates are also welcome to apply)
• Excellent written and spoken English; ability to communicate clearly and warmly
• Comfortable managing multiple communication channels and switching between them smoothly
• Strong problem-solving skills and a genuine desire to help people
• Organised, with good attention to detail and the ability to multitask
• Comfortable using digital tools — CRM/helpdesk software, apps, and messaging platforms
• Able to work on-site in Singapore on scheduled hybrid days
• Willing to work occasional weekends or shifts based on business needs (studio operating hours)

Nice to Have

• Experience in the fitness, wellness, hospitality, or lifestyle industry
• A personal interest in health, fitness, or wellbeing

What We Offer

• Hybrid working arrangement for better work-life balance
• Complimentary ViFit app access and studio class credits
• A supportive, energetic team and a brand that cares about wellbeing
• Opportunities for growth within our Customer Experience and Operations teams
• Medical insurance coverage