Customer Care & Scheduling Coordinator - Work From Home Contractor

Type: Independent contractor, full-time hours (38–40 hrs/week)

Location: Fiji (remote / work from home)

Reports to: Business Operations Manager 

Rate: AUD $1,200–1,500/month base (approx. FJD $1,900–2,400/month), depending on experience, plus a monthly bonus for hitting growth targets.

To apply: Email jenna@likefamily.com.au directly — please don't use our general/hello inbox

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. 

About the role

We're looking for an experienced Customer Care & Schedulings Coordinator to join our Customer Care team, reporting directly to our Business Operations Manager and working closely with our senior team members day-to-day. You'll be the day-to-day point of contact for members, carers, and partners, handling everything from a first enquiry through to active bookings, outbound calls as well as managing complaints and incidents.

We're looking for someone with 5+ years of experience dealing with customers, including at least 3 years working in a professional call centre environment, who can own this end-to-end without a lot of hand-holding.  We're ideally after a more senior candidate, someone who brings genuine depth of experience, particularly with Australian customers and in the aged care or disability services sector.

This is a varied, hands-on role rather than a narrow call-centre position — you'll move between phone, email, and our platform/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

Performance expectations

• Handle approximately 50+ customer tickets per day across phone, email, and platform messages
• Spend a minimum of 3+ hours per day on the phone with members, carers, and partners, including at least 1 hour per day of outbound calls (more outbound time is expected of those aiming to hit and exceed growth targets and earn the monthly bonus). We track performance closely, including for our remote team
• Respond promptly to internal messages from the team — we work as a tight-knit unit and rely on each other being reachable during the day
• Maintain a strong first-call resolution rate, resolving enquiries and issues promptly and effectively without unnecessary escalation or follow-up

What we're looking for

• Essential: 5+ years of experience dealing with customers, including at least 3 years in a professional call centre environment (5-10+ years in a call centre is ideal — we'd love to find someone as experienced as some of our current team)
• 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
• Essential: Hard-working and self-driven, with a genuine desire to hit — and exceed — your targets and expectations, not just meet the minimum
• Essential: A strong communicator, both with customers and with the internal team — you keep people in the loop and are easy to reach
• 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
• Highly desirable: experience in aged care, disability support, or NDIS-related services
• Nice to have: experience using HubSpot or a similar CRM

Application process

1. Apply by emailing jenna@likefamily.com.au directly (please don't send applications to our general/hello inbox) with a short cover note: (a) your total years of experience dealing with customers, and specifically how many years you've spent working in a call centre, (b) your customer service/sales experience, particularly with Australian customers, (c) any experience in aged care, disability support, or NDIS-related services, (d) your available start date
2. Record a 60-second voice or video introduction so we can hear your phone manner
3. Shortlisted candidates:  2 rounds of internal interviews and then reference checks.
4. 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

Rate & payment

This is an independent contractor arrangement, not employment — leave is as set out in your contractor agreement, and you'll be responsible for your own tax obligations in Fiji.

AUD $1,200–1,500/month base (approx. FJD $1,900–2,400/month at current exchange rates) depending on experience, plus a monthly bonus for hitting growth targets, paid on an agreed schedule as an independent contractor.