Customer Service Officer

About us

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. 

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.

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

About the role

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. 

You’ll own three things: 

• Converting inbound enquiries into clients
• Providing fast and accurate administrative support to our therapist team, and 
• Continuously looking for smarter ways to work.

What you’ll be doing:

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

Who you are:

• You’ve worked in a fast-paced, high-volume customer service or sales environment 
• You can hold a warm, empathetic conversation with a parent in crisis and pivot straight to a scheduling problem without missing a beat. 
• You close issues on the first call wherever possible and you follow up until every loose end is tied off. 
• You’re comfortable across multiple systems – CRMs, practice management software, Google Workspace, Slack – and you pick up new tools quickly. 
• You understand how AI can make you faster and you’re not afraid to use it.
• 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.

The good stuff:

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