Operations Coordinator

Hireup; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement (2 office days

12 weeks paid parental leave

7 additional days for personal life/学习

Work setup allowances

Wellbeing programs and discounts

Job summary

Hireup is seeking an Operations Coordinator in Sydney (Wynyard) to triage tickets and resolve disputes using Zendesk. You will investigate complaints, booking disputes, and incidents involving clients, service providers, and support workers, delivering fair, practical resolutions.

You will operate independently with clear guardrails, prioritise workloads, and communicate empathetically with stakeholders while maintaining accurate reporting and records.

Qualifications

• 2+ years experience in high-volume customer service, administration, coordination, or dispute resolution.
• Experience in disability or aged care is a bonus but not required.
• Strong communication and empathy in difficult conversations.

Responsibilities

• Triage tickets and investigate complaints and booking disputes end-to-end.
• Communicate with clients, providers and support workers to resolve issues.
• Make independent, fair decisions within guardrails and document outcomes.

Skills

Customer service

Dispute resolution

Problem-solving

Autonomous decision-making

Organization & administration

Tools

Zendesk

Job description

We’re Hireup, delivering disability and aged care support as it should be.

Our story.

It started with a family and their challenge to find disability support that worked for them. They needed more, and knew that people with disability could have more independence, choice and control in their lives. The Hireup purpose was born, and now we strive to enable the pursuit of a good life for everyone.

Support as it should be.

We’re Hireup and we’ve supported thousands of clients and support workers across Australia. Now, we’re on a mission to ensure that people living with disability and elderly Australians can access the right support for the moments that matter for them. We do this through combining digital tools with the reliability of someone to help when it matters most.

The ask?

Our mission sets a new standard for disability and aged care support, working in a world of transformation whilst delivering reliable services every day. Authenticity, curiosity and tenacity is a must. Resilience will be key. We will live the ‘power of yes’ and push for the best (we might not always get it right!) but we’ll work together to tackle opportunities, hold each other up and be there in the moments that matter to you and our community.

What You’ll Do - Operations Coordinator

Location: Wynyard (Sydney CBD - 2 office days per week)

As our Operations Coordinator, you will take ownership of ticket triaging and complaint/dispute resolution. Using Zendesk as your command center, you will investigate complaints, booking disputes, and operational incidents involving clients, service providers, and support workers.

This role goes beyond basic customer support as you will act independently, breaking down each dispute and exercise strong judgment to unpack sensitive situations and deliver fair, practical resolutions.

• Incident Triage & Investigation: Manage high-volume ticket queues involving complaints and shift/booking disputes. Investigate root causes and determine fair, appropriate outcomes end-to-end.
• Decision-Making: Operate independently with clear guardrails, using sound judgment to resolve high-stakes issues, prioritise daily workloads, and elevate strategic risks when necessary.
• Stakeholder Communication: Serve as a clear, empathetic communicator who can navigate difficult conversations and balance the competing needs of clients, providers, and support workers.

Your Background

• Proven Experience: 2+ years experience in high-volume customer service, administration, coordination, or dispute resolution (experience in disability or aged care is a bonus, but not required).
• Problem-Solving: You naturally dig beneath the surface of a issue, you ask the right questions, connect missing details, and focus on root causes.
• Autonomous & Decision-Driven: You thrive when given ownership. You feel comfortable making confident decisions in grey areas, managing your own time, and exercising strong common sense.
• Organisational Skills: Exceptional organisational skills and reliability, with a detail-oriented approach to manage reporting, fast-moving administrative workflows, and precise record-keeping.

Why Should You Join?

You’ll have the opportunity to join our story and develop the next chapter of your own. You’ll become a critical part of a purpose-driven team, delivering our mission for people with a disability and elderly Australians. Wherever you fit best within our organisation, our mission will ignite you, and our authentic, united and diverse workplace will help you flourish.

You Will Get:

• Opportunities to develop - we are always learning!
• We’re a hybrid organisation, working together in our offices 2 days a week including Thursdays
• Generous leave options including 12 weeks paid parental leave and 7 additional days to help you pursue your ‘good life’ and learning goals
• Allowances to support you in your work set up and professional development
• Wellbeing programs, health and fitness discounts to help you stay happy and healthy at work

Join us in delivering disability and aged care support as it should be

People with lived experience of disability are strongly encouraged to apply.

If there are reasonable adjustments we can make to a recruitment process, role or your work environment to help you shine or you have a preferred method of contact, just let us know.