Company: Miyagi | Heart Smart

Location: Remote

Employment: Full-Time

Working Hours: 40 hours per week, 8 hours per day, Monday–Friday, within 7 AM–7 PM AEST

Join Our MMission to Inspire Health & Wellness Globally!

At Heart Smart, we’ve been helping people worldwide since 2015 through online programs supporting heart health, type 2 diabetes, obesity-related chronic conditions, menopause, gut health, and more.

Our mission is simple yet powerful:

“We exist to inspire the world to eat, live, and move better.”

As we continue to grow, we’re looking for a highly empathetic, solutions-focused Conflict Resolution Specialist to help ensure our clients feel heard, supported, and valued—even when they are unhappy, frustrated, or considering leaving the program.

About the Role

As a Conflict Resolution Specialist, you will be responsible for managing client concerns, complaints, difficult conversations, and cancellation or resignation requests.

You will act as a calm and professional point of contact when clients experience challenges with their program or overall experience. Your role is to understand the underlying issue, de-escalate situations, identify appropriate solutions, and work toward positive outcomes for both the client and Heart Smart.

This role requires someone who can remain composed under pressure, communicate with empathy, and confidently navigate challenging conversations without becoming defensive or taking things personally.

Key Responsibilities

Client Concern & Complaint Resolution

- Respond promptly and professionally to client concerns, complaints, and escalations.
- Listen carefully to understand the real issue behind a complaint.
- De-escalate emotionally charged conversations and help clients feel heard and respected.
- Investigate concerns and coordinate with the appropriate internal teams when necessary.
- Provide practical and appropriate solutions while working within company policies and processes.

Retention & Cancellation Management

- Handle cancellation, resignation, refund, and dissatisfaction requests with empathy and professionalism.
- Identify opportunities to resolve concerns before a client decides to leave.




- Understand the client's goals and determine whether an alternative solution may better support their needs.
- Escalate matters appropriately when an issue requires management intervention.
- Maintain a balance between client satisfaction and the commercial interests of the business.

Communication & Relationship Management

- Communicate confidently with clients across email, phone, video calls, and other communication channels.
- Maintain a calm, positive, and professional tone during difficult conversations.
- Build trust with clients even when addressing complaints or negative feedback.
- Follow up with clients to ensure agreed solutions have been implemented and concerns have been resolved.

Documentation & Continuous Improvement

- Accurately document complaints, resolutions, client feedback, and follow-up actions.
- Identify recurring issues and communicate trends to management.
- Provide constructive feedback to internal teams to help improve the overall client experience.
- Follow established processes while using sound judgment when dealing with unique situations.

Skills & Competencies

- Empathy & Active Listening

You must be an excellent listener who can understand what a client is really saying, acknowledge their concerns, and make them feel heard without automatically agreeing with everything they say.
- Conflict Resolution

Strong ability to manage disagreements, complaints, and emotionally difficult conversations while remaining calm, professional, and solutions-focused.
- Communication

Excellent written and verbal communication skills, with the ability to communicate clearly and confidently with different personalities.
- Problem-Solving

Able to assess a situation objectively, identify the root cause,



and develop practical solutions that are fair to both the client and the business.
- Emotional Intelligence

Able to recognise emotions, manage your own reactions, and adapt your communication style depending on the client and situation.
- Resilience

Comfortable handling difficult conversations, complaints, rejection, and high-pressure situations without becoming overwhelmed or defensive.
- Attention to Detail

Meticulous when documenting client interactions, following processes, recording outcomes, and communicating important information internally.

MUST HAVE

- Proven experience in conflict resolution, customer service, customer success, complaints handling, retention, or a similar role.
- Demonstrated experience handling difficult or emotionally charged customer conversations.
- Excellent verbal and written English communication skills.
- Robust active listening and questioning skills.
- High level of empathy and emotional intelligence.
- Ability to remain calm and professional under pressure.
- Strong problem-solving and decision-making skills.
- Ability to follow company policies while exercising good judgment.
- Strong attention to detail and organisational skills.
- Reliable, accountable, and comfortable working independently in a remote environment.
- Ability to work effectively with a fast-paced and evolving team.

Working Hours40 hours per week, 8 hours per day Monday to Friday, within 7 AM–7 PM AEST

How to ApplyPlease submit the following:

1. Your CV with a detailed and personalised cover letter addressed to Shane.
2. A short video (maximum 3 minutes) introducing yourself and explaining why you are the right person for the Conflict Resolution Specialist role. Upload your video to Vimeo, YouTube, or Loom and provide the link.
3. Send your application to [email protected] AND [email protected].

IMPORTANT: Only applicants who complete both application requirements properly will be considered. Join Heart SmartHelp us turn challenging client experiences into opportunities to build trust, strengthen relationships, and create better outcomes.

Apply now and join our mission to inspire people to live healthier, happier lives!

📌 Conflict Resolution Specialist (Australia)
🏢 Heart Smart
📍 Australia