Job Title

At KIC, our community is at the heart of everything we do. From the way we show up online, to how we support our members, to the experience of opening a KIC product at home.We''re looking for a Community Support Coordinator to help deliver best-in-class support, foster meaningful community connection, and ensure our products land in the hands of our community seamlessly and with care.This role is perfect for someone who loves helping people, notices the small details, and genuinely enjoys being part of an engaged, purpose-led brand.What you''ll be doingCustomer SupportPartner with the Head of Marketing (Commercial / Always On) to deliver KIC''s customer support strategy across our ecosystemChampion tools and processes that keep customer support efficient, scalable and industry-leading, including AI and the creation of a customer support playbookRespond promptly and empathetically to customer enquiries across email, social and other support channelsMaintain strong product knowledge to provide accurate, helpful solutionsShare weekly insights with the Product team on customer trends and recurring feedback, and support ideation of product improvementsIdentify and elevate emerging issues or patterns to the right teamsCommunity EngagementUphold the KIC tone of voice and brand personality when engaging with our community on Facebook, Instagram and other platformsMonitor, moderate and nurture positive conversations, including creating discussion starters within the communityWork closely with the Social team to report on community insights, growth and engagement metricsSupport inperson community initiatives where needed, such as KICrun ClubsProduct DistributionManage the endtoend distribution of KIC products including Pilates Packs and the KIC JournalReview and process orders through ShopifyPack orders with care, print shipping labels and coordinate dispatch via Australia PostManage returns and exchanges and ensure a smooth experience for customersTrack fulfilment and returns timelines to ensure products arrive as expectedWhat we''re looking forAbility to work from our Melbourne office on Tuesdays and Wednesdays.Experience in a customer support or administrative roleStrong written and verbal communication skillsExceptional attention to detailAbility to manage competing priorities, work with multiple stakeholders and meet deadlinesConfidence using Google WorkspaceStrong alignment with the KIC values and communityfirst mindsetNice to haveExperience with Shopify, Gorgias or other customer support tools, including AIenabled platformsExperience reporting insights or trends to multiple stakeholdersWhy you''ll love working at KICYou''ll be part of a purposeled brand changing the relationship people have with wellnessYou''ll work with a supportive, collaborative team that genuinely cares about our communityYou''ll have the opportunity to shape and improve how we support and connect with thousands of members every dayHow to applyPlease apply via LinkedIn with a copy of your resume. No agencies please.#J-18808-Ljbffr