Job Description & Skills/Qualifications Required
Type: Independent contractor, full-time hours (~35–40 hrs/week)
Location: Fiji (remote / work from home)
About us
We're a fast-moving tech company solving one of the world's most underaddressed problems: social isolation and loneliness for people with disability, the elderly, and those in aged care. We connect vulnerable people with trusted and affordable local support — and we need someone who wants to make sure every person in that journey feels genuinely taken care of.
We're located in Sydney, Australia, and have been running for over 10 years. We're a small, close-knit team, with several people already working remotely from overseas, including local Fijians already on the team. We've built our culture around autonomy and trust: we hire people we believe in, give them the support and tools to do great work, and let them get on with it. We already run a genuine hybrid team, working directly with our contractors rather than through an agency — this isn't an experiment, it's how we operate.
About the role
We're looking for an experienced Customer Care & Scheduling Coordinator to join our Customer Care team. You'll be the day-to-day point of contact for members, carers, and partners — handling everything from a first enquiry through to an active, confirmed booking. We're looking for someone with 5+ years of customer service experience who can own this end-to-end without a lot of hand-holding.
This is a varied, hands-on role rather than a narrow call-centre position — you'll move between phone, email, and our platform and CRM throughout the day, and take real ownership of the accounts and bookings you manage. The role spans both B2C and B2B — you'll need to be just as comfortable on the phone with an individual member or carer as you are managing a relationship with a partner organisation.
Responsibilities
Customer support & sales
- Handle inbound customer enquiries by phone and email
- Make outbound welcome and conversion calls to new leads
- Follow up with leads who haven't yet made a booking
- Handle customer disputes, issues, and complaints with a calm, solutions-focused approach
- Make outbound follow-up calls to check in with existing members and carers
Scheduling & coordination
- Make new bookings, reschedule existing bookings, and process cancellations and replacements
- Email partners to confirm bookings
- Match carers and members, and set them up correctly on the platform
- Coordinate partnership accounts, acting as a reliable point of contact for partner queries
Verification & quality
- Carry out verification and checks on carer profiles, with a strong eye for detail and accuracy
What we're looking for
- Essential: 5+ years of customer service experience
- Essential: A great phone manner and genuine experience working with Australian customers — this role is customer-facing across both inbound and outbound calls, including sales conversion calls
- Essential: Comfortable working across both B2C and B2B — individual members and carers, as well as partner organisations
- Essential: Strong attention to detail, especially for verification and account/booking accuracy
- Essential: Comfortable juggling multiple types of work in a day (support, sales, scheduling, admin) rather than one narrow task
- Essential: Available to work Australian business hours (approx. 9am–5pm AEST/AEDT) — Fiji is only 1–2 hours ahead, so this fits comfortably within your day
- Reliable high-speed internet with a backup plan (e.g. mobile hotspot) in case of outages, plus a stable power setup
- Own computer and a good-quality headset, and a quiet, professional space to work and take calls from
- Nice to have: experience in aged care, disability support, or NDIS-related services
- Nice to have: experience using HubSpot or a similar CRM
Application process
- Apply with a short cover note:
(a) your customer service/sales experience, particularly with Australian customers and (b) your available start date. Include a recorded 60-second voice or video introduction so we can hear your phone manner - Shortlisted candidates: 2 stage video interview including a short practical assessment.
- 2 references will be required.
- Successful candidates move to an ongoing contractor arrangement with agreed weekly hours, with room to grow into a broader role as you build experience with us
Job Functions
Industry
Like Family is a Sydney-based technology company solving one of the world's most underaddressed problems: social isolation and loneliness for people living with disability, older Australians, and those in aged care. We run a marketplace connecting vulnerable people with trusted, affordable local support, and we've been doing this for over 10 years.
We're a close-knit, purpose-driven team that already operates as a genuine hybrid organisation, with people based both in Australia and overseas, including Fiji. We hire directly rather than through agencies, build long-term working relationships with the people who join us, and look for talented, reliable people who care about doing meaningful work.