Customer Success Coordinator

Sydney (Hybrid — 2 to 3 days in office)

$62,000–$70,000 base + Super + Quarterly Performance Bonus

We are a fast-moving, for-purpose 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, affordable support — and we need someone who wants to make sure every person in that journey feels genuinely taken care of.

The role

No two days here look the same. One morning you might be calling a support coordinator that needs help finding support workers. That afternoon you are helping a participant's family navigate a difficult situation. The next day you are working with a partner organisation to strengthen a relationship or troubleshoot something that is not working.

You will work across the full breadth of our customer and partner base - from the people we serve directly, to the families and carers around them, to the organisations and professionals who refer and partner with us. You will own relationships, handle escalations, spot problems before they become serious, and help the team get better at everything it does.

This is not a role with a narrow lane. It is a role for someone who thrives on variety, takes genuine ownership of outcomes, and does not stop until the person on the other end actually feels good about their experience.

What you will actually do

• Build and maintain relationships with the support coordinators, case managers, and disability and aged care organisations who refer participants to us: keep them engaged, informed, and feeling genuinely valued
• Support participants and their families directly: handling inbound queries, care concerns, and escalations with warmth, patience, and real follow-through
• Manage relationships with larger partner organisations: check in proactively, identify growth opportunities, and make sure they remain strong
• Handle escalations across all segments: own the problem, see it through, and make sure it does not happen again
• Identify at-risk relationships and act before things go cold
• Spot gaps in how we are serving our customers and fix them: whether that means updating a process, improving a script, or flagging something bigger to the team
• Contribute to growth: you are not just retaining what we have, you are helping build on it

Who you are

• You have experience in customer success, customer care, account management, or a coordination role: and ideally some familiarity with NDIS, aged care, disability services, or a similar care environment. You don't need a specific number of years behind you, but you do need to have worked in a role where relationships and customer outcomes were central to what you did.
• You own things: when you take on a problem you do not pass it off or wait for someone else. You follow through, update people without being asked, and do not consider something resolved until the other person agrees it is
• You are comfortable with ambiguity: in a tight-knit, fast-moving team there is no playbook for everything, and you are okay with that. You figure things out and get things done
• You are warm and confident on the phone across very different kinds of conversations: a distressed family member, a busy support coordinator, a senior person at a partner organisation. You read the room and adapt
• You can juggle: different people, different problems, different urgency levels, all at once, without dropping the ball
• You are comfortable with technology: CRMs, email, video calls, shared documents. Not a developer, just someone who picks things up quickly
• You are coachable and low ego: you take feedback well, share what you know, and make the people around you better

Who we are

We're a tight-knit team of people who genuinely care: about the mission, about the people we serve, and about each other. We're not a team that pretends to have good culture. We actually do.

We are flat and transparent. No politics, no layers to navigate, no one hoarding information. You will know what is going on in the business, have a real say in how things are done, and work directly with the founders every day.

We are low ego and highly supportive. Everyone here is excellent at what they do and no one is precious about it. We help each other, celebrate each other, and hold each other to a high standard, kindly.

We are genuinely passionate about solving this problem. Everyone on this team chose to be here because they want to do something about loneliness and social isolation, not just work somewhere with a nice purpose statement.

We also get genuinely excited about what we are building in product. We have had team members cancel their leave because they did not want to miss what was happening. Fast-moving, innovative, and actually changing how care is delivered — that is the environment you are walking into.

And we are pretty fun! Run club, lunchtime yoga and pilates, Thursday drinks and a team that actually enjoys spending time together!

A bit about us

• Ranked #4 fastest-growing tech company in Australia (Deloitte APAC Fast 500)
• Voted Best Social Impact Startup at Startcon
• Hybrid — 2 to 3 days at Stone & Chalk Scaleup Hub, 4 mins from Central station
• This is a customer-facing role, so we need you available during business hours but we are flexible with adjusted start and finish times
• Loyalty Leave — an extra day off for every work anniversary
• Direct mentorship from the founders

Diversity and inclusion

We strongly encourage applications from people with disability and from those with lived experience of aged care or disability services - whether as a participant, a carer, or a family member. That experience is genuinely valued here, not just welcomed.

Visa and work rights

We welcome applications from Australian citizens, permanent residents, and visa holders. We are an approved SBS sponsor and can transfer or support a Subclass 482 (TSS) visa for the right candidate.

We are not looking for someone whose primary goal is the visa. We are looking for someone whose primary goal is the work.

How to apply — please read carefully

Email jenna@likefamily.com.au with your CV and a short voice note or video (under 2 minutes) answering this:

Tell us about a time you had to manage multiple different customer situations at once — different people, different problems, different needs. How did you handle it and what was the outcome?

Applications without this will not be reviewed. We respond to every complete application within 2 business days.

Our process includes a short practical assessment (~45 mins). We will agree a time with you in advance and send a reminder. We respect your time, please respect ours.