Member Success Manager Customer Success Specialist - 17-1131

Looking for Philippines-based candidates

Job Role: Member Success Manager / Customer Success Specialist

Compensation range: $1,800 AUD - $2,500 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you'll have flexibility in how you manage your time.

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote, so you'll be able to work from home.

Who The Client Is: Our client is an Australian fintech startup on a mission to help people build healthier financial habits through technology, education, and personalised support. Their platform connects individuals with experienced financial coaches while delivering digital tools designed to improve financial wellbeing and confidence. The platform is becoming digital-first, with an AI companion launching in 2027 and human coaching as the premium layer, so comfort with modern tools and AI genuinely matters in this role.

As a growing, founder-led business, they're building a modern customer experience centred around innovation, automation, and continuous improvement. Every team member has genuine ownership, works closely with leadership, and plays an important role in shaping how the business evolves. As they continue expanding, they're looking for someone who enjoys solving problems, improving systems, and creating exceptional experiences for customers.

Role Overview: We're looking for a proactive, tech-savvy, and customer-focused Member Success Manager to become the central point of contact between members, coaches, and the internal product team.

This is much more than a traditional customer support role. You'll be responsible for delivering an outstanding member experience, supporting coaches, identifying recurring platform issues, coordinating with developers, maintaining documentation, and continuously improving internal processes.

The ideal candidate enjoys turning complex problems into simple solutions, communicates exceptionally well, embraces AI and modern workplace technology, and thrives in a fast-moving startup environment where every improvement makes a meaningful impact.

Key Responsibilities:

Member & Coach Success

• Manage the shared customer support inbox, responding to member enquiries with professionalism, empathy, and efficiency
• Resolve account access issues, payment enquiries, booking changes, scheduling concerns, and general platform support requests
• Support coaches with platform navigation, onboarding, offboarding, scheduling, and day-to-day operational questions
• Deliver an exceptional customer experience while maintaining high service standards

Platform Improvement & Product Support

• Identify recurring platform issues and convert them into clear, structured development tickets
• Liaise with the development team by documenting bugs, reproducing issues, and verifying completed fixes
• Test platform improvements before release and communicate updates back to members and coaches
• Recommend enhancements to workflows, platform functionality, and customer communications

Reception Intake & Follow-Up

• Work every submission from our phone reception service (member questions, tech problems, coach messages) arriving in the support inbox, to the same standards and response times as any other support request
• Call members when a problem is faster to solve with a quick outbound call than a long email thread; inbound calls are handled by our reception service
• Keep CRM records tidy where reception bookings and member interactions touch GoHighLevel: correct tags, correct pipeline stages, nothing orphaned

Operations & Process Improvement

• Maintain accurate internal documentation and knowledge bases using Notion
• Coordinate onboarding and offboarding processes for coaches and team members
• Support employer onboarding projects and operational rollouts
• Continuously identify opportunities to improve processes, documentation, automation, and operational efficiency
• Utilise AI tools to improve productivity, communication quality, and workflow efficiency

Required Skills and Qualifications:

• 2-4 years of experience in Customer Success, Customer Support, Operations, or a similar client-facing role
• Previous experience supporting SaaS platforms or technology-enabled businesses
• Hands-on experience using customer support platforms such as Front or similar shared inbox software
• Experience working with CRMs such as GoHighLevel, HubSpot, Salesforce, or similar platforms
• Familiarity with issue tracking tools such as Linear, Jira, ClickUp, or equivalent
• Strong written and verbal English communication skills with a confident phone manner
• Excellent problem-solving and critical thinking abilities
• Ability to write clear, structured bug reports and communicate effectively with technical teams
• Strong organisational skills with the ability to manage multiple priorities simultaneously
• Comfortable working independently within a remote environment
• Close attention to detail and strong documentation habits
• Demonstrated experience using AI tools such as ChatGPT, Claude, or similar as part of daily workflows
• Experience with Notion for documentation and knowledge management is strongly preferred

Nice to Have

• Experience performing light QA testing or software troubleshooting
• Exposure to fintech, coaching, education, or digital platform businesses
• Experience supporting Australian, UK, or US customers
• Understanding of customer journey mapping and customer experience improvement
• Interest in financial wellbeing, coaching, or personal development

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

Disclose any existing ongoing roles or client work

Reflect this engagement on their LinkedIn profile (clearly marked as "Independent Contractor")