Customer Success Coordinator

Location: Melbourne, Victoria, Australia; hybrid work with 2–3 days per week in the office and the remainder from home. Candidates must hold full working rights and reside in Australia.

Company

hirify.global provides vertical software, embedded payments, and AI-powered capabilities for service-based and membership-based industries, including childcare and education.

What you will do

• Support customers using the Office platform and help drive retention and customer satisfaction.
• Provide initial responses to incoming tickets and assign them according to complexity and issue type.
• Respond to customer enquiries by phone, chat, and email in line with service-level agreements.
• Advocate for customer needs, manage dissatisfied customers professionally, and identify ways to prevent recurring issues.
• Maintain knowledge of products, services, and promotions while supporting system improvements and new technology rollouts.
• Monitor system performance and assist with identifying potential issues.

Requirements

• Full working rights in Australia and residence within Australia are required.
• 1–2 years of experience in a customer-facing position.
• Excellent written and verbal English, confident phone communication, and active listening skills.
• Strong customer service skills with the ability to resolve queries quickly and accurately.
• Ability to multitask, prioritise, manage time effectively, and adapt in a fast-paced environment.
• Willingness to develop new skills and contribute as a collaborative team player.

Culture & Benefits

• Values include finding better ways, doing the right thing, direct communication, teamwork, and ownership.
• Flexible hybrid working arrangements.
• Paid parental leave benefit programs.
• Three additional paid days for volunteering and community impact activities.
• Access to mental health support, diversity and inclusion initiatives, and a global mentorship program.

Hiring process

• Submit a resume and include the word “moonshot” at the top of the message to the Hiring Manager.
• Complete screening questions through the careers portal or an external job board.
• Successful candidates complete background and identity verification checks; video interviews may be recorded.