Customer Operations Coordinator (HubSpot) (008-01347)

Looking for Philippines-based candidates
Job Role: Customer Operations Coordinator (HubSpot)
Compensation: $1,500 AUD / Monthly
Engagement type: Independent Contractor Agreement
Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you'll have flexibility in how you manage your time.
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 so you'll be able 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 works closely 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 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.
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")

Work arrangement
No