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