Offer summary

Qualifications:

Bachelor's degree in Business Administration, Hospitality Management, or related field preferred., 2+ years of experience in customer service, property management, or operations support., Proficiency in CRM systems and property management software, with advanced Microsoft Office skills, especially Excel., Excellent written and verbal communication skills with strong attention to detail..

Key responsibilities:

Act as the first point of contact for routine enquiries from licensees and manage daily support queries.

Generate and send monthly performance reports to licensees, summarizing key metrics.

Monitor SLA compliance for licensee-managed properties and escalate concerns as needed.

Collaborate with MCP Success Managers to improve operational efficiency and participate in team meetings.

Job description

This is a remote position.

Schedule:

Mondays to Fridays, 9:00 AM to 6:00 PM Australian Eastern Standard Time, with 1-hour unpaid break in between
40 hours per week or 8 hours per day
Client location or time zone: Sydney, NSW, Australia

Company/client overview:

The client is a leading Australian short-term property management rental company.

About the Role:

As the MCP Success Coordinator, you are the backbone of seamless operations, ensuring licensees receive fast, reliable, and proactive support. By handling transactional tasks, maintaining service quality, and providing key performance insights, you enable the Licensee Success Managers to focus on growth, strategy, and retention. Your role is essential in delivering exceptional service, driving efficiency, and strengthening relationships—because smooth operations lead to lasting success.

Key responsibilities:

1. Daily licensee support and query management

● Act as the first point of contact for routine enquiries from licensees.

● Handle requests related to bookings, payments, guest issues, and general account support.

● Ensure fast response times and SLA compliance for all transactional enquiries.

● Escalate complex issues to the Licensee Success Managers (AU-based).

2. Operational coordination and reporting

● Generate and send monthly performance reports to licensees, summarising revenue, occupancy, and guest feedback.

● Maintain accurate property data in the CRM and update as needed.

3. SLA compliance monitoring and support

● Monitor service-level agreement (SLA) adherence for licensee-managed properties.

● Identify licensees who fail to meet SLA expectations and escalate concerns to AU-based managers.

● Assist in implementing standardised processes for improving property performance.

4. Collaboration and continuous improvement

● Work closely with the AU-based MCP Success Managers to ensure seamless licensee communication.

● Provide insights into common operational challenges and suggest efficiency improvements.

● Participate in weekly team meetings to align on licensee retention

strategies.

Key Performance Indicators (KPIs):

● First-response time to licensee enquiries.

● Resolution time for routine issues.

● Accuracy and timeliness of reports sent to licensees.

● Licensee Satisfaction Score (NPS/CSAT on Support Interactions) → Goal: 4.5+ out of 5.

Requirements:

Bachelor's degree in Business Administration, Hospitality Management, or related field preferred
2+ years of experience in customer service, property management, or operations support
Proficiency in CRM systems and property management software
Advanced Microsoft Office skills, especially Excel for reporting
Experience with data analysis and reporting
Strong attention to detail in all communications
Experience managing client relationships remotely
Excellent written and verbal communication skills
Proven ability to handle high-volume transactional tasks efficiently
Experience with SLA monitoring and compliance
Ability to prioritize and manage multiple deadlines