Administrative & Customer Coordinator (HubSpot)

Role Overview:

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, one of the five core processes that run the business.
• Check and triage the shared inbox twice daily, every day, once in the morning and once in the afternoon.
• Ensure all member enquiries and support requests are actioned promptly, with nothing left unanswered.

Member Support & Policy Administration

• Manage member support tickets from start to finish, including general enquiries, policy upgrades and downgrades, cancellations, and payment issues.
• Process policy administration accurately and on time using HubSpot and Softsure, the underwriter’s policy management system.
• Handle conversations using a customer-focused retention approach:
• 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.
• Maintain accurate, current, and reliable CRM data.
• Identify and flag system, process, or data issues that could affect the member experience or CRM integrity.

Team & Business Operations

• Work closely with the Growth Manager and contribute to the smooth running of day-to-day member operations.
• Attend and actively contribute to the weekly team meeting (called the L10).
• Participate in Quarterly Planning.
• Identify opportunities to improve processes and raise better ways of working rather than simply following existing processes without question.

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, including accurate deal stages, no orphaned records, and complete banking confirmation fields.
• Cancellations are always member-initiated and handled with empathy, without chasing members to stay.

Required Skills and Qualifications:

• 2+ years of hands-on experience working in HubSpot CRM, with confidence managing deals and pipelines, support tickets, workflows, and basic reporting. HubSpot experience is a core requirement for this role.
• Fluent written and spoken English is essential.
• Previous experience in customer service, member support, or a similar customer-facing operations role.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with Australian customers on a daily basis.
• Excellent attention to detail and the ability to work consistently within structured processes, checklists, and non-negotiables.
• Comfortable handling member enquiries and sensitive conversations with patience and empathy.
• Strong systems discipline and the ability to keep CRM and operational data accurate and up to date.
• Availability to work Philippines-based hours with meaningful overlap into Sydney business hours (AEST).
• Experience in insurance, financial services, or another subscription-based business would be highly relevant.
• Comfortable working collaboratively with teams across Sydney and Manila.
• A proactive mindset, with the confidence to flag process, system, or data issues and suggest better ways of working.
• Open to coaching and able to learn new tools and systems quickly.

What We’re Looking For:

We’re looking for someone who demonstrates Get it, Want it, Capacity to do it (GWC):

• Get it: Understands that an excellent member experience and clean data are essential to a growing insurance business and pays attention to the details others may miss.
• Want it: Genuinely wants structured, process-driven operations and member support work, rather than treating the role as a stepping stone to sales or marketing.
• Capacity: Has the time, systems discipline, and emotional steadiness to handle member enquiries, including cancellations, calmly and empathetically day after day.

Culture & Team Fit:

• Teamwork: Works cross-functionally with Sydney and Manila colleagues smoothly and collaboratively.
• 5-Star Service: Treats every member interaction as an opportunity to build trust.
• Resilience: Remains composed during high-volume periods and difficult conversations.
• Courage to Innovate: Looks for better ways to run processes and is comfortable suggesting improvements rather than simply following existing processes.
• Fun: Brings positive energy to a small, close-knit team.
• Listening with Empathy: Takes the time to understand what a member actually needs, particularly during sensitive conversations such as cancellations.
• Growth Mindset: 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.

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