Member Support Specialist – Sydney

Be the heartbeat of our member network—supporting, connecting and empowering independent travel advisors to succeed. Envoyage is part of the Flight Centre Travel Group family, supporting a thriving network of independent travel advisors and agencies across Australia. We provide the tools, support and community that empower independent operators to grow and succeed.

The Opportunity

We're looking for a Member Support Specialist to join our Australia team. This is a hands‑on role at the heart of our member network. You'll be the trusted day‑to‑day contact for independent advisors and agencies, supporting them from their very first day through to ongoing operations. You’ll work across onboarding, network support, events and communications, making sure our members have everything they need to thrive. If you love solving problems, building relationships and making things run smoothly, this one’s for you.

What You’ll Do

• Support the Network (30%) Act as the first point of contact for member enquiries, delivering prompt, professional and solutions‑driven support via Salesforce, phone and email. Own issues end‑to‑end, ensuring timely resolution within SLAs and a high‑quality experience at every touchpoint.
• Onboard New Members (30%) You’ll run the end‑to‑end onboarding process for new advisors and agencies, delivering education materials, managing system set‑ups, and making sure every new member feels welcomed and set up for success. You’ll also track satisfaction and look for ways to streamline the process.
• Bring the Community Together (20%) From monthly inductions to network support days and supplier events, you’ll help coordinate and deliver experiences that strengthen our member community — both in‑person and virtually. You’ll gather feedback to continuously improve what we offer.
• Keep the Network Connected (20%) You’ll draft and distribute communications via Workvivo, email and other channels, maintain knowledge articles and operational documents, and help drive engagement across the network.

What You’ll Bring

• Experience in a B2B or B2C customer service support, account management or membership services environment
• Strong relationship‑building skills and a genuine passion for customer service
• Outstanding written and verbal communication
• Advanced problem‑solving ability with a solutions‑focused mindset
• Exceptional organisational skills and attention to detail
• Confidence presenting to groups and facilitating training sessions
• Advanced proficiency in Microsoft Office, particularly Excel
• Knowledge of and passion for the travel industry
• The ability to juggle multiple projects and priorities with ease
• A willingness to embrace new technologies, including AI tools
• A proactive, positive attitude — you see problems as opportunities

Nice to Have (highly desired skills)

• Experience with GDS systems
• Travel industry experience
• Familiarity with Salesforce or CRM‑based case management
• Experience working across multiple brands or business units

How You’ll Be Measured

Your success will be reflected in customer satisfaction scores, case resolution turnaround times, onboarding survey results, network retention, and engagement metrics. You’ll have clear SLAs and the support of the Member Support Leader to help you hit your targets.

Why Join Us?

You’ll be part of a collaborative, passionate team within one of the world’s largest travel companies. You’ll have the opportunity to make a real impact on the experience of hundreds of independent travel professionals, work across three exciting brands, and grow your career in a dynamic, supportive environment.

What you’ll enjoy:

• Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry.
• Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno‑religious minority groups and people with disability.
• Development: Individualised Learning & Development pathway options.
• Access to 'LinkedIn Learning': for ongoing skills development: over 24,500 courses in over 20 languages.
• Exclusive Staff Discounts: Accessible via our employee‑only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more.
• Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more.
• Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within.
• Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym.
• Mental Health: Support and Employee Assistance Program for staff and family.
• Social: Regular awards nights, social team‑building and industry events, with the opportunity to attend global conferences.
• Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave.
• Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment.