We’re hipages - Australia’s #1 digital platform connecting homeowners with trusted tradies. As an ASX-listed tech company, we're on a mission to transform the trade industry and improve lives. With teams across Australia, New Zealand, the Philippines and Vietnam, we work as one team with a shared purpose.

We’re proud to be a certified Great Place to Work and WORK180’s #1 Employer for Women. At hipages, you’ll find real impact, career growth and a workplace where everyone belongs.

About the role:

You'll play a key role in protecting the integrity of the marketplace by managing complaints, mediating disputes, and ensuring tradies meet hipages’ standards. You will provide guidance and support to both consumers and businesses, helping to resolve issues fairly while maintaining trust in the platform.

Benefits:

• 💸 Competitive base salary, benefits and perks
• 💻 Hybrid working model 
• 🪴 In-house Talent Development team to support your personal and career growth
• 🤸‍♀️ Achieve results in an agile team, flat organisational structure
• 💫 One team culture with our teams in Australia, New Zealand, the Philippines and Vietnam.

How you will add value:

• Perform direct customer contact to ensure effective and timely complaint mediation
• Manage a caseload of complaints including engaging with Customers, Tradies, Partners and Government Authorities 
• Monitor incoming complaints and status to ensure high-risk complaints are dealt with quickly
• Effectively listen to customers’ needs taking a tailored approach to dealing with each request
• Develop productive working relationships with a range of stakeholders internally and externally
• Accurately input case information into the Complaint Handling System and take appropriate action per operations policies and follow through clearly and consistently on all notes
• Liaise with the relevant licensing bodies and take appropriate action for any clients that do not comply with hipages standards
• Ensure that all clients have appropriate licensing and registration
• Research, analyse and investigate issues and provide concise, professional reports and correspondence (internal and external as appropriate) on these matters

About you:

• Must have at least 2 years experience in a similar disputes and resolution role.
• Reliability and punctuality is key as you will be working within a small, hardworking team
• Independent and able to work with minimal supervision
• Superior customer service and dispute resolutions skills with both internal and external stakeholders

Life at hipages:

We’re more than just a workplace - we’re a place where you can be yourself, do great work and grow your career. Recognised as a Great Place to Work, our inclusive, supportive culture helps people thrive.

You’ll use the best tools and tech, with real impact on our products and customers. We invest in your development and lead with coaching, not micromanagement – it’s why 85% of our team say their leader is great.

And there’s more:

• Diverse, collaborative teams that love solving problems
• Agile squads, hackathons, off-sites and roadshows
• Extra leave for birthdays, volunteering, and more
• Healthy snacks, continental breakfast and fresh fruit
• Sydney CBD office near Town Hall and Gadigal Stations
• Tailored growth support, mentoring and stretch projects
• A vibrant social scene - we work hard and have fun doing it

We prioritise Diversity:

At hipages, innovation and collaboration thrive in diverse and inclusive teams. We don’t expect you to know everything - we care more about who you are as a person, a team member, and a leader.

We’re proud to be endorsed by WORK180 for supporting women’s careers and we value diversity across culture, age, gender identity and sexual orientation.

Research shows that men often apply when they meet just 60% of the criteria, while women and minority groups wait until they tick every box. If you think you’d be a great fit - even if you don’t meet every requirement- we’d love to hear from you.

We’re also a Circle Back Initiative Employer, which means we commit to responding to every applicant.

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