Grounded makes sustainable packaging simple, transparent, and accessible. We build tools that help brands discover, understand, and order the most interesting packaging materials on the planet. We streamline a complex process for our customers by providing a platform for businesses of all sizes to seamlessly manage their packaging.
About the Role
As the Senior Customer Operations Coordinator, you will work cross‑functionally with our Head of Operations and Account Managers to support the delivery of a consistently high‑quality customer experience. This is a hands‑on execution role focused on completing primarily APAC, and select global, customer operational tasks, ensuring day‑to‑day customer needs are actioned accurately and on time.
You will closely support our Gold Coast‑based Head of Operations and APAC Senior Account Manager in a fast‑paced, scaling environment, taking ownership of tactical customer operational tasks and helping ensure nothing falls through the cracks. This role suits someone with a customer service and operations background who enjoys being close to customers, communicating directly with them, solving practical problems, and executing at pace.
As a fast‑growing business, there may be opportunities over time for the right person to gain exposure to broader regional operations leadership as the business evolves.
Key Focus
The core focus of this role is hands‑on execution of customer operational tasks to ensure our APAC customers receive timely, accurate, and responsive support.
* Customer Operations Execution: Responsible for executing day‑to‑day customer operational tasks, including direct communication with customers to resolve queries, process requests, and keep accounts moving.
* APAC Sales Support: Provide reliable, fast operational support to our APAC sales and e‑commerce activity, supporting customer retention and ongoing account needs by ensuring operational tasks are completed accurately and on time.
* Operational Support & Overflow: Take ownership of tactical operational tasks and overflow work currently handled by senior operations leadership, helping free up the Head of Operations to focus on strategic priorities.li>
* Process Support & Improvement: Follow established processes and contribute practical improvement suggestions to uplift how customer operational tasks and requests are completed as the business scales.
* APAC Account Management & Market Awareness: Support APAC customer accounts with a practical understanding of the regional retail and e‑commerce landscape. A keen interest in, or exposure to, APAC customers will help you better support account activity and recurring customer needs.
What You'll Do
* Own the execution of customer operational tasks across the quote‑to‑cash lifecycle, from processing quote requests through to supporting delivery coordination and invoicing.
* Act as a reliable point of contact for customers on operational matters, confidently communicating directly with customers via email and phone.
* As required, resolve customer complaints and operational issues, escalating more complex matters to the Head of Operations for support.
* Work closely with Sales and Operations teams to ensure a smooth, consistent, and responsive customer experience.
About You
* 3+ years' experience in Customer Service, Operations, or a similar customer operations‑focused role.
* Strong attention to detail with a process‑oriented mindset and a desire to improve how things are done to deliver an excellent customer experience.
* Comfortable and confident communicating directly with customers and internal stakeholders.
* Able to work at pace in a time‑sensitive, agile environment where priorities can shift.
* Proactive, organised, and able to manage multiple tasks and priorities effectively.
* Prior experience in a start‑up or scale‑up environment is desirable.
* Optional WFH Fridays & Friday afternoons off (we all finish at 2pm)
* Working with our friendly, hardworking team in our new office right in the heart of Miami, QLD
* Regular team events
* Free parking
The successful candidate will bring a mix of commercial awareness, attention to detail, and a practical approach to solving problems as they arise. There is opportunity for learning and development over time as the business continues to grow.
You must also have a passion for sustainability and making a positive impact. Only candidates with a cover letter outlining why they're right for the role will be considered.
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