Support Coordinator

Job description

About Bookwell – a business solution for beauty and wellness venues and online booking marketplace – is looking for an awesome Support Coordinator to provide our business partners and customers with first-class service.

This is a big opportunity for the right person to have a massive impact on the growth of a startup. If you’re one of those rare friends who still prefers a phone call over a text message, or if you enjoy guiding others to see the positive in tricky situations, then we want to hire you!

We’re a small, tight-knit team of over-achievers working out of a lovely co-working space in Melbourne’s CBD. If you’re keen, then read the details below and make sure to send us a message.

About the role

Your day-to-day as Bookwell Support Coordinator would start with receiving and following up messages from venue partners and customers – whether by phone, text or email. Why is the owner of a hair salon having trouble rescheduling a client, and what did that client think of their experience using to make an appointment? 

By becoming an expert in Bookwell’s products and providing outstanding service, you’ll have a massive impact on the growth of our startup and learn a lot about business along the way.

Key Characteristics

  • Energetic Communicator – You’re positive, empathetic, and charming. Your mood is most often set to “tireless patience” – that setting other mere mortals can only aspire to. 
  • Super Organised – You have a system for keeping track of the little things and prioritising the big things. You have a fierce attention to detail and an affection for consistent, predictable processes.
  • Technically Savvy – You’re resourceful. Perhaps you’ve dabbled in coding, know some HTML or SQL or spreadsheet formulas. Regardless of your experience, you’re stubborn about solving problems and do not shy away from going down a Google rabbit hole to self-educate. 


  • Inbound Support – 50%
    • Receiving inbound communications from venue partners and customers via phone, text, chat and email
    • Training venue partners and providing ongoing support
    • Resolving simple and escalated issues
  • Billing Processing & Enquiries – 20%
    • Overseeing our venue bill run to ensure accurate payments to and from Bookwell
  • Ongoing Quality Assurance – 30%
    • Identifying and proactively reaching out to poor performing venue partners with low rates of successful Bookwell bookings
    • Reporting feedback from venue partners and customers to help improve Bookwell’s service

Work Hours

  • The initial hours for this role are Monday to Friday 9am to 5:30pm.
  • Work hours for this role may change to include weekends and/or evenings. 
  • After hours work may be required and can be taken as time in lieu. 

Apply if

  • You have 1-2+ years work experience
  • You’re interested in a junior position with big growth opportunity
  • You love tackling new challenges and solving problems
How to apply
Email Sarah at jobs[at] with the subject “Support Coordinator - Your Full Name” and a few sentences that answer (1) why you’re interested in this role and (2) why you think you’d be great at it and your resume attached.
  • Company:

  • Job type: Full time

  • Salary range: 45-50k

  • Location: Melbourne CBD