Job Description

We've built a values-driven business with a culture of excellence and we're passionate about making a difference and creating ripples in this world.

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Pop has grown from a single Speech Pathologist to a team of 80+ amazing, supportive and inspiring women who are leading the telehealth industry and are providing cutting-edge Speech Pathology services to children and adults all over Australia.

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Every inquiry is a family looking for help. You'll be the person who picks up, listens, and makes it happen.

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About the role

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This is a high-energy, high-impact position sitting at the heart of our business. You'll be the first voice clients hear, the person keeping 80+ therapists' schedules running smoothly, and a key driver of our growth target of 40 net new clients every month. Expect 50-70 calls a day, constant context-switching, and the deep satisfaction of genuinely helping people navigate a complex system. You will be tech savvy and be able to navigate learning multiple systems quickly.

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You'll own three things:

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- Converting inbound enquiries into clients
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- Providing quick and accurate administrative support to our therapist team, and
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- Continuously looking for smarter ways to work.
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What you'll be doing:

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- Answering and returning calls within 5 minutes
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- Responding to all client communications by end of day
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- Guiding new clients through onboarding from first contact to signed Service Agreement.
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- Delegating and rescheduling appointments to maximise therapist billable hours.
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- Keeping HubSpot activities and our ticketing system current and actioned.
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- Following up outstanding invoices, supporting therapist onboarding and offboarding, and jumping in wherever the team needs you most.
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Who you are:

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- You've worked in a fast-paced, high-volume customer service or sales environment
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- You can hold a warm, empathetic conversation with a parent in crisis and pivot straight to a scheduling problem without missing a beat.
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- You close issues on the first call wherever possible and you follow up until every loose end is tied off.
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- You're comfortable across multiple systems - CRMs, practice management software, Google Workspace, Slack - and you pick up new tools quickly.
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- You understand how AI can make you faster and you're not afraid to use it.
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- Critically, you bring genuine care to clients with complex needs and their families. This role requires patience, sensitivity, and the ability to hold difficult conversations with professionalism and warmth.
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The good stuff:

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- In Office Role based in Hawthorne, Brisbane
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- Enjoy a fun, supportive team culture.
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- Annual professional development allowance in addition to your salary
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- Bi-annual company-wide retreats & training (aka. business mixed with fun)
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- Regular in-person meetups & virtual catch-ups to keep you connected with the wider team.
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📌 Customer Service Officer (Queensland)
🏢 Pop
📍 Queensland