[Hiring] Administrative & Customer Coordinator @Hunt St

Role Description

We are seeking a Member Services Coordinator to own the day-to-day member experience and back-office operations that keep the business’s members and internal systems running smoothly. Working closely with the Growth Manager, you’ll help keep member support, policy administration, and day-to-day operations running smoothly.

This role is responsible for the Ops, Admin & HubSpot core process, covering shared inbox and ticket management, policy administration, payment support, and CRM data hygiene. You’ll play a key role in ensuring every pet owner receives a fast, transparent, 5-star experience while keeping the business’s data accurate and reliable as it grows.

Key Responsibilities

• Core Process Ownership:
  • Own the “Ops, Admin & HubSpot” core process end to end.
  • Check and triage the shared inbox twice daily.
  • Ensure all member enquiries and support requests are actioned promptly.
• Member Support & Policy Administration:
  • Manage member support tickets from start to finish.
  • Process policy administration accurately and on time using HubSpot and Softsure.
  • Handle member billing questions and provide support with payment-related concerns.
  • Support banking confirmations and failed payment management.
• HubSpot & Data Management:
  • Maintain HubSpot CRM hygiene across the full member lifecycle.
  • Accurately manage deal stages and pipelines.
  • Track banking confirmations and ensure required fields are complete.
  • Identify and flag system, process, or data issues.
• Team & Business Operations:
  • Work closely with the Growth Manager.
  • Attend and actively contribute to the weekly team meeting.
  • Participate in Quarterly Planning.
  • Identify opportunities to improve processes.

What Success Looks Like

• The shared inbox is triaged every morning and afternoon, with zero missed non-negotiables.
• Support tickets are resolved within agreed turnaround times, with no backlog.
• HubSpot data remains clean and current.
• Cancellations are always member-initiated and handled with empathy.

Qualifications

• 2+ years of hands-on experience working in HubSpot CRM.
• Fluent written and spoken English is essential.
• Previous experience in customer service or a similar customer-facing operations role.
• Strong written and verbal communication skills.
• Excellent attention to detail and ability to work consistently within structured processes.
• Comfortable handling member enquiries and sensitive conversations.
• Strong systems discipline and ability to keep CRM data accurate.
• Availability to work Philippines-based hours with meaningful overlap into Sydney business hours.
• Experience in insurance, financial services, or another subscription-based business is highly relevant.
• Proactive mindset, with the confidence to flag process, system, or data issues.
• Open to coaching and able to learn new tools and systems quickly.

What We’re Looking For

• Demonstrates Get it, Want it, Capacity to do it (GWC).
• Understands that an excellent member experience and clean data are essential.
• Genuinely wants structured, process-driven operations and member support work.
• Has the time, systems discipline, and emotional steadiness to handle member enquiries.

Culture & Team Fit

• Works cross-functionally with Sydney and Manila colleagues smoothly.
• Treats every member interaction as an opportunity to build trust.
• Remains composed during high-volume periods and difficult conversations.
• Looks for better ways to run processes and is comfortable suggesting improvements.
• Brings positive energy to a small, close-knit team.
• Takes the time to understand what a member actually needs.
• Welcomes coaching and learns new tools and systems quickly.

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. Successful candidates will be expected to:

• Disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).