Administrative & Customer Coordinator (HubSpot)

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote, allowing you to work from home.

Who The Client Is: A growing Australian business operating in the pet services and insurance space, focused on helping new pet owners provide protection for their animals from the very beginning. The company collaborates with trusted partners within the pet and breeder community, making it easier for new owners to access coverage when they welcome a puppy into their family.

Role Overview: We are seeking a Member Services Coordinator to oversee 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 ensure member support, policy administration, and day-to-day operations run seamlessly.

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 pivotal role in ensuring every pet owner receives a fast, transparent, 5-star experience while maintaining the business’s data accuracy and reliability 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. To ensure alignment and transparency, 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”).