Job description

About the Role

We're looking for a highly organized and customer-focused CRM Administrator & Technical Support professional to join our growing team.

This role is primarily responsible for managing customer relationships, memberships, CRM administration, and customer enquiries during the overnight shift. You'll be the main point of contact for members, ensuring they receive exceptional support while maintaining accurate CRM records.

In addition to CRM responsibilities, you'll provide basic first-line technical support for a small number of member enquiries each night. Most technical issues are straightforward and involve guiding members through login issues, access concerns, or simple troubleshooting. Training will be provided on our client's systems.

If you enjoy customer service, have excellent attention to detail, and are comfortable learning basic technical troubleshooting, we'd love to hear from you.

What You'll Do

CRM & Customer Support (Primary Responsibilities)

Respond to member enquiries via phone, email, and messaging platforms
Manage new member onboarding and account setup
Process membership cancellations, changes, and offboarding requests
Maintain accurate customer information within the CRM
Follow up on customer reviews and feedback
Assist members with bookings, memberships, and general enquiries
Deliver outstanding customer service with professionalism and empathy

Technical Support (Secondary Responsibilities)

Provide first-level troubleshooting for common member issues
Assist members with access, login, and system-related enquiries
Use remote support tools (such as TeamViewer) when required
Escalate unresolved issues to the appropriate team
Coordinate with on-site staff when physical assistance is needed
Prepare weekly overnight support reports

What We're Looking For

Required Qualifications

Minimum 2 years of CRM Administration, Customer Service, or Customer Support experience
Excellent written and spoken English communication skills
Strong attention to detail and data accuracy
Experience handling customer enquiries across multiple communication channels
Comfortable working independently during overnight shifts
Strong problem-solving and organizational skills
Reliable internet connection and suitable home office setup

Preferred Qualifications

Experience in a membership, subscription, SaaS, hospitality, fitness, or service-based business
Experience using CRM systems (HubSpot, Salesforce, Zoho, Microsoft Dynamics, or similar)
Basic technical support or IT Helpdesk experience
Experience using remote support software (TeamViewer, AnyDesk, Remote Desktop, etc.)

Job Type

Full-time
Remote
Independent Contractor (ICA)

Shift

Night Shift (6:00 PM – 2:00 AM AEST)

Job requirements

Technical Requirements:

Equipment is self-provided

Computer:

RAM: 8GB
HDDISDD: 512 GB
PU/Processor: Intel Core i5 or AMD Ryzen 5 (12th generation or newest)
Operating System: Windows 11 Home or Pro
Power Backup: Power station, Powerbank, UPS, and etc.
Extra Display: Secondary/External Monitor
Audio & Video: Noise-Cancelling Headset + Web Cam
Internet Speed: 40-50 Mbps minimum bandwidth speed for both Download and Uploads.

Contractor Perks & Rewards:

20 Paid Time Off
Referral Bonus - 70 AUD per successful referral to the Wingman platform (paid at 1st month mark with a client contract)
Annual Trip - connect with the broader Wingman community in person
Dedicated Support Contact (CSM) - someone to help you succeed and stay connected
Access to a Network = collaborate with follow contractors and onshore specialists
Opportunities to Upskill - optional sessions, peer learning, and developmental pathways
More Work, More Opportunity - potential for additional contracts, Statements of Work, or expanded workloads
High-Impact Projects - work alongside top-tier Australian partners on meaningful assignments
Flexibility First - deliver your work in your way, with full autonomy on how you achieve outcomes
Advisory Support - HR, Tax, and setup guidance available to make contracting seamless
100% Work-From-Home Contracts - all engagements designed for remote delivery

Pre-engagement requirements for Independent Contractors:

BiR as you are a contractor (Required to submit any contributions required by the government.)
NBI or Police Clearance
Any Government-issued 10

Note: If you think you have the skills and experience we are looking for but are short on technical requirements, don’t hesitate to reach out to us to discuss the matter.

Remote