About Team RH
We’re Team RH, a no-nonsense wellness brand based in the North East, on a mission to make sustainable fat loss achievable, affordable and accessible. We don’t do fluff — we do facts, accountability and long-term success. But we’re not just a wellness brand, we’re a tech team too. We built the Team RH App from the ground up, in-house, with one goal: give people tools that actually help. From food tracking and tailored coaching to goal setting and no-nonsense data, it’s everything members need to stay on plan and make real progress.
We’re real people, helping real people. No egos, no buzzwords, just a smart product and a team that genuinely cares. This isn’t a standard corporate environment, and we’re not looking to become one — we’re owner-led, fast-paced and ambitious, decisions get made quickly, and we want people who bring that same pace and drive back.
Role Overview
We’re looking for positive, customer-focused people to join our fast-growing Member Experience Team at Team RH HQ in Gateshead. This isn’t a standard customer service job. You’ll be guiding, supporting and empowering our members as they use the Team RH Plan and App to achieve long-term fat loss and improved health — and spotting genuine sales opportunities as you go, all through digital conversations.
Every member conversation happens through messages and voice notes inside the app — there’s no phone queue and no script to hide behind, so your tone, judgement and genuine care for the person on the other end carry every interaction. You’ll be juggling several conversations at once, moving between quick practical questions, deeper coaching moments and the occasional member who just needs to vent before they get back on track.
It’s a genuine all-rounder role. In the same shift you might be troubleshooting a food-tracking issue, talking someone through why their weight hasn’t moved this week, and flagging that they’d benefit from an upgrade or add-on product — all while keeping accurate notes so the next advisor who picks up the conversation has full context. You won’t be expected to be a qualified coach or a top-line salesperson on day one, but you will need to be curious, empathetic and quietly commercial in every conversation.
Reporting to the Member Experience Team Lead and based full-time at Team RH HQ in Gateshead, you’ll work closely with Coaching, Product and Marketing to keep members engaged, motivated and on track — and to make sure what you’re hearing from members feeds back into how we build the plan, the app and the products around it.
Key Responsibilities
1. Member Support & Digital Engagement
- Deliver fast, friendly first responses to every member message and voice note across the channels the Team RH App and Member Experience tools support.
- Manage a varied caseload of conversations at once, prioritising urgent or at-risk members without letting others fall behind.
- Represent the Team RH voice in every interaction — direct, honest and genuinely helpful, with no scripts and no corporate fluff.
2. Coaching, Plan Guidance & Member Success
- Offer lower-level coaching and Team RH Plan guidance tailored to each member’s profile, using app data — tracking, progress and engagement — to inform the advice given.
- Help members set realistic goals and stay accountable to their own targets, reinforcing long-term fat loss and health outcomes over quick fixes.
- Build genuine rapport, keeping track of context from previous conversations so members feel like they’re talking to a person, not starting over with a queue.
3. Sales & Product Promotion
- Spot natural opportunities within support conversations to promote relevant Team RH products, services and upgrades.
- Turn genuine member need into sales conversations, without ever making a member feel sold to.
- Track and report on promotional conversations and outcomes, feeding what works — and what doesn’t — back to Product and Marketing.
4. Issue Resolution & Member Retention
- Proactively spot signs that a member is disengaging, struggling or at risk of cancelling, and act before they have to ask for help.
- Own end-to-end resolution of member issues, escalating to Coaching, Product or the Member Experience Team Lead where needed, and always closing the loop with the member.
- Support the team’s retention goals by spotting patterns in why members disengage and feeding them back into wider process improvement.
5. Data, Compliance & Continuous Improvement
- Handle member data — health, progress and personal information — in line with UK GDPR and Team RH’s data protection policies, reflecting our position as a SaaS and data business as well as a fitness brand.
- Keep accurate, up-to-date records of every member interaction in the CRM and support tools, so context is never lost between conversations, shifts or team members.
- Flag recurring issues, app friction or process gaps to the Member Experience Team Lead, and support continuous improvement in how the team works.
TEAM RH
Person Specification
Essential Experience
- Experience in a customer service, sales, member support or contact-centre role, ideally digital-first (chat/messaging rather than phone).
- Confident and comfortable holding sales conversations and promoting products or services as a natural part of a support conversation.
- Genuine interest in health, fitness, nutrition or wellbeing, and comfortable discussing weight loss and lifestyle change with members sensitively and without judgement.
- Excellent written communication skills, able to build rapport and convey empathy through text and voice notes rather than face-to-face.
- Comfortable managing a high volume of concurrent conversations, prioritising by urgency without letting quality slip.
- Confident using apps, CRM and messaging tools, and comfortable picking up new systems quickly.
Desirable Experience
- Experience within a health, fitness, wellness or subscription/SaaS business.
- Background providing basic coaching, plan or product guidance rather than purely transactional support.
- Experience working with member or customer data, with an understanding of data protection principles.
- A relevant qualification in fitness, nutrition or coaching — a bonus, not a requirement.
Skills & Competencies
- Positive and genuinely people-focused, with a natural ability to build rapport quickly.
- Strong written communication — clear, warm and to the point, with no corporate fluff.
- Sharp commercial instinct — able to spot a genuine sales opportunity without being pushy.
- Good judgement — knows when to reassure, when to coach and when to escalate.
- Organised, with the discipline to manage a busy, varied caseload without letting anything slip.
- Comfortable with data and detail — able to use member information to personalise advice, not just respond to what’s in front of them.
Personal Attributes
- Resilient and adaptable, and comfortable in a fast-moving, high-growth environment.
- Self-sufficient — gets on with it without needing to be micromanaged.
- Genuinely cares about people’s health and progress, not just closing a ticket.
- Direct communicator, comfortable with Team RH’s no-nonsense, no-fluff style.
- Thrives under pressure and enjoys a varied, fast-paced day.
- Comfortable in an owner-led, ambitious business — not a standard corporate setting.
Key Performance Indicators
- Member satisfaction / CSAT feedback on support interactions.
- Member response time and resolution time across digital channels.
- Sales and upsell revenue generated through support conversations.
- Member retention and churn indicators for the caseload supported.
- Accuracy and completeness of CRM / member interaction records.
- Continuous improvement suggestions raised and adopted.
