Customer Success Assistant

Help older adults get their strength, mobility, and independence back – and build a career while you do it.

We help people over 50 stay strong, mobile, and independent for life

Lifelong Mobility is the online coaching arm of one of the UK's largest healthy-ageing brands: 1.8 million-plus people follow our founder's physiotherapy content, and thousands of members over 50 trust us to help them stay strong and independent for life. We're small, profitable, and growing – which means the person we hire into this role has a genuine seat at the table and a clear path upward.

Our online program helps older adults regain their strength and mobility so they can keep doing the things they enjoy. If you're exceptional at what you do and align with our core values, we want to know you.

You’ll be the first real human many members speak to after they join – and the person who makes sure they never feel lost.

Your job is simple to describe and hard to do brilliantly: make every new member feel genuinely welcomed, show them exactly what to do next, and give them fast, warm help the moment they’re stuck.

This role exists to turn nervous new sign-ups into confident, committed members. That means you directly move the numbers that matter most to us: activation, satisfaction, and retention.
Get this right and people stay strong and mobile for years.

This is an entry-level role, but not a low-ceiling one. Do it well, and there's a defined ladder ahead of you – we'll show you exactly what it looks like below.

• Run 1:1 onboarding calls to guide new members through the program and set clear next steps.
• Handle support tickets and manage the support phone number for both help and warm sales / “save” conversations.
• Engage in our community daily: reply to posts, celebrate wins, answer questions, and elevate issues to the CSM or founder when needed.
• Reply to course comments so members never feel lost or ignored inside the material.
• Make scheduled check‑in calls to re-engage quiet or at‑risk members.
• Process refunds and basic payment admin with empathy and clarity, while aiming to “save” members when it’s right for them.
• Document common issues, update simple internal notes/FAQs, and suggest improvements to our onboarding and support processes.

• 0–3 years experience in a customer‑facing role (support, service, sales, coaching, hospitality) or equivalent real‑world experience.
• Comfortable and confident on phone and Zoom
  , especially with people aged 50+.
• Strong written communication
  : clear, calm, respectful tone without being patronising.
• Organised and reliable
  : able to manage calls, tickets, and follow‑ups without things slipping.
• Tech‑comfortable
  : able to learn tools like helpdesk software, community platforms, and course platforms (we train you on our exact stack).
• High ownership
  : you take problems from “I’ve got it” to “it’s done,” including follow‑up.
• Coachable and growth‑minded
  : open to feedback, willing to roleplay and practice until you’re good.

You own outcomes like:

• High onboarding show‑up rates and members leaving calls clear on what to do in their first 2–4 weeks.
• Fast response times on tickets and calls that meet or beat agreed targets.
• Community posts and course comments answered within 24 hours, with high satisfaction.
• Improved activation and retention for new members (measured by completion of early milestones and members staying beyond their first 12 weeks).
• Reduced unnecessary refunds through effective “save” conversations when appropriate.

If this role did not exist, new members would feel lost, questions would go unanswered, and more people would quit before they see results.

We're upfront about progression because we mean it. This role is designed…