/n About us /n /n 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. /n 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. /n Every inquiry is a family looking for help. You’ll be the person who picks up, listens, and makes it happen. /n /n About the role /n /n 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 current 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. /n /n You’ll own three things: /n /n

- Converting inbound enquiries into clients

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- Providing fast and accurate administrative support to our therapist team, and /n
- Continuously looking for smarter ways to work.

/n /n /n What you’ll be doing: /n /n /n

- 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. /n
- Keeping HubSpot activities and our ticketing system current and actioned. /n
- Following up outstanding invoices, supporting therapist onboarding and offboarding, and jumping in wherever the team needs you most.

/n /n /n Who you are: /n /n /n

- You’ve worked in a fast-paced, high-volume customer service or sales environment /n
- You can hold a warm, empathetic conversation with a parent in crisis and pivot straight to a scheduling problem without missing a beat. /n
- You close issues on the first call wherever possible and you follow up until every loose end is tied off. /n
- You’re comfortable across multiple systems – CRMs, practice management software, Google Workspace, Slack – and you pick up new tools quickly. /n
- 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.

/n /n /n The good stuff: /n /n /n

- 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 (Brisbane)
🏢 Pop Family
📍 Brisbane