Platfirm AI operates Legal Hotline, an AI-assisted legal hotline helping people connect with legal support quickly and efficiently.
We are looking for a highly capable Client Care & Operations Coordinator to provide the human follow-through after callers have spoken with our AI agent. This is a work-from-home role, with a weekly in-person meeting in Bondi.
You will contact callers, clarify details, help organise appointments, follow up incomplete payments through approved systems, and make sure no client falls between the cracks. You will also help identify recurring issues in the AI workflow so we can keep improving the system.
This is not a basic admin or call-centre role. We are looking for someone who is warm, intelligent, organised, tech-savvy and comfortable taking ownership of practical problems.
The role involves:
- Calling people after they interact with our AI hotline agent
- Helping resolve appointment, payment and follow-up issues
- Updating client and matter information accurately
- Coordinating with lawyers and internal staff where required
- Using software, AI tools and internal systems confidently
- Identifying recurring operational problems and suggesting improvements
- Handling confidential information with care and discretion
- Escalating legal or sensitive issues appropriately
The ideal person will have:
- Excellent telephone manner
- Strong written communication skills
- Good judgment and common sense
- High attention to detail
- Confidence learning new software and AI tools
- A calm and reassuring manner with anxious or frustrated people
- The ability to work independently from home
- The ability to attend a regular weekly meeting in Bondi
Experience in legal services, medical practice administration, customer success, executive assistance, office management, client care or operations would be valuable. Legal knowledge is helpful but not essential.
This role does not involve giving legal advice. The role is to support clients operationally, coordinate next steps, and escalate matters to appropriately qualified lawyers where required.
Applicants must be based close enough to Bondi to attend weekly in-person meetings reliably.
Pay: $59,202.59 – $80,000.00 per year
Work Location: Hybrid remote in Bondi NSW 2026
