Digital Customer Support Coordinator

About Hireup

We’re Hireup, delivering disability and aged care support as it should be. Our story began in 2015, driven by a family's challenge to find effective disability support. This led to a vision for greater independence, choice, and control for people with disability. As Hireup grew, it became clear that older Australians faced similar challenges. Today, Hireup proudly provides personalised, high-quality home care, enabling older Australians to live with dignity, independence, and community connection.

We have supported thousands of clients and over 10,000 employed support workers across Australia, facilitating more than 100,000 support connections. 83% of clients report a positive impact on their lives. Our mission now extends to ensuring older Australians and their families access the right support to maintain independence, combining innovative digital tools with reliable human assistance.

Our mission sets a new standard for support in a world of transformation while delivering reliable services daily. Authenticity, curiosity, and tenacity are essential, and resilience will be key. We embrace the ‘power of yes,’ striving for excellence, tackling opportunities collaboratively, and supporting each other in moments that matter to our community.

What You'll Do - Digital Customer Support Coordinator (Full-Time, Fixed-Term to Sept 2026)

As a Digital Customer Support Coordinator, you will primarily respond to inbound calls and emails from our Hireup users and community. You will serve as the first point of contact for enquiries and requests, delivering exceptional customer support, especially to those who are upset, frustrated, or making a complaint, ensuring they feel heard, supported, and guided toward a resolution.

Please note this role is open to candidates based in Sydney or Melbourne.

• Deliver outstanding service in a fast-paced, high-volume environment, with empathy and professionalism.
• Handle proactive and reactive phone and email communications, addressing user concerns promptly.
• Manage complaints and/or incidents, escalating and resolving issues efficiently.
• Proactively communicate with users to ensure they’re making the most of the opportunities our community can provide.
• Provide fast responses and follow-ups, and ensure alternative team members are available to progress if you are not.
• Collaborate with other Hireup teams to resolve problems and find resolutions for our users.

Your Background

• Previous experience in customer service / call centre roles with a focus on service excellence.
• Skilled at effectively addressing complaints and supporting distressed callers.
• Ability to demonstrate patience, understanding of customer needs, and strong problem-solving skills.
• Proficiency in computer skills, with experience in efficient data entry and system navigation.
• A desire to work in a role that provides you with the opportunity to connect with our users and make an impact.

Why Join Hireup?

You’ll have the opportunity to contribute to our story and develop your own career chapter. You’ll become a critical part of a purpose-driven team, dedicated to our mission for people with a disability and older Australians. Our mission will inspire you, and our authentic, united, and diverse workplace will foster your growth.

• Opportunities for continuous development and learning.
• Hybrid work model: 2 days per week in the office, including Thursdays.
• Generous leave options, including 12 weeks paid parental leave and 7 additional days for personal and learning goals.
• Allowances for work setup and professional development.
• Wellbeing programs, health, and fitness discounts.

Join us in delivering disability & aged care support as it should be.

People with lived experience of disability are strongly encouraged to apply. If you require reasonable adjustments to the recruitment process, role, or work environment, or have a preferred method of contact, please reach out to Shanice on shanice.sodolovac@hireup.com.au.

Key skills/competency

• Customer Service
• Call Centre Operations
• Complaint Resolution
• Incident Management
• Empathy & Professionalism
• Problem-Solving
• Data Entry
• Communication Skills
• User Support
• Digital Communication