Customer Service & Operations Lead

What you'll do

• Answer calls, emails and messages from customers and cleaners.
• Explain our services, answer enquiries and convert suitable enquiries into accurate bookings.
• Manage schedules, assign jobs and confirm cleaner availability.
• Check upcoming bookings and resolve issues before they affect customers.
• Handle cancellations, delays, access problems and last-minute changes.
• Follow up poor feedback, de-escalate difficult conversations and arrange appropriate fixes within your authority.
• Keep customers informed and follow each issue through to resolution.
• Leave clear handover notes for your teammate.
• Help create practical SOPs, checklists and training material for future team members.

Who we're looking for

You should have:

• Strong experience in customer service, scheduling, dispatch or service-business operations.
• Excellent spoken and written English, with near-native fluency and strong comprehension of Australian customers.
• Confidence handling natural, unscripted phone conversations, including conversations with frustrated customers.
• Good judgment and the ability to manage competing priorities.
• A reliable habit of following through on commitments.
• Confidence learning booking systems, shared inboxes and other online tools.
• A dependable computer, quality headset, quiet workspace and reliable internet, with a practical backup plan.

Experience supporting an Australian cleaning, trades, property management or other home-service business will be highly regarded. We assess clear communication and understanding; an Australian accent is not required.

An opportunity to take ownership

Our SOPs are still being developed. You'll learn Simply Maid's services and operations, then help document and improve how we work.

The owner will not always be immediately available. You must be comfortable making routine decisions within agreed boundaries, keeping people informed and recognising when an issue needs escalation.

Working hours and roster

Two team members will share coverage across seven days. On your agreed rostered days, the hours are:

• 8 am–6 pm, Sydney time: on shift. Answering calls, managing bookings and handling daily operations.
• 6 pm–10 pm, Sydney time: after-hours availability. Remaining reachable for incoming calls, bookings and operational issues under agreed response expectations.

During after-hours coverage, time spent on calls, booking administration and related follow-up is recorded as paid work. Availability arrangements and any allowance will be confirmed before you accept an offer.

Your working days and expected weekly paid hours will be agreed before you start. The two roles may have different numbers of working days. Weekend rotation and shift swaps are possible by agreement, with the roster confirmed in advance.

Sydney daylight saving changes apply. Breaks, relief coverage and the full after-hours arrangements will be detailed in your written offer.

Pay and benefits

• Starting pay of AUD $12/hour for on-shift work.
• Paid onboarding and training.
• Payment for actual after-hours work at the agreed applicable rate.
• AUD $5 booking bonus for a qualifying new customer's first booking you personally close during on-shift hours.
• AUD $10 booking bonus instead of $5 when you personally close that booking during after-hours coverage.
• AUD $25 customer recovery bonus for an approved serious complaint that you successfully resolve.
• Weekly base payments through Wise, calculated in AUD, with verified bonuses paid monthly.
• Paid time off for NSW public holidays under the agreed roster and leave arrangements.

Booking bonuses become payable once the qualifying first clean is completed and paid for. Each qualifying booking earns one booking bonus.

Customer recovery bonuses reward resolving the service issue. They do not depend on a customer changing or removing a review. Full incentive and leave terms will be provided before you start.

We use Hubstaff to record paid working time, with timesheets reviewed and approved weekly.

Grow with Simply Maid

The role begins with a three-month paid assessment period, with the intention of continuing long term if it works well for both sides.

We'll review your progress during this period and hold a formal pay and development review after three months.

As Simply Maid grows, progression may include higher hourly pay, more guaranteed paid hours and responsibility for improving systems or training future team members. Increases will depend on your performance and sustained business growth that supports them.

Your agreed pay for work performed does not depend on achieving sales targets.