Operational Support Coordinator

Operational Support Coordinator

• Work in a flexible environment, working from the office 1-2 days a week

• Full time role based in Richmond – possibility for part time 3-4 days a week for the right person

We're REA 
  
With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. 
 
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we're proud to have been named one of Australia's Best Workplaces four times since 2021 — including third place in 2025 — plus Best Workplace for Women in 2023 and Best Workplace in Technology in 2024 and 2025. These listings are testament to every person who helps make REA a great place to work. 

Where the team fits in

Launchpad provides some of the key components of REA's Platform which enables our product teams to move as fast and securely as possible to get their ideas in front of our customers and consumers. We're experts in cloud technologies, system engineering, data engineering, and all aspects of system availability, monitoring and risk management.

The focus includes supporting SME's to partner directly with both Tech and Delivery Teams as well as managing initiative demand and aligning operational support across the company. We are always looking for ways to improve the experience for our customers, consumers and our internal customers leveraging AI and automation.

As the Operational Support Coordinator, you will be responsible for managing the workflow of the support requests, analysing and reporting the frequency and nature of requests, and making process improvement recommendations based on your findings working with launchpad squads to drive improvements across our products and services.

What the role is all about

• Coordinate the activity of the Launchpad teams, including onboarding and off boarding staff and overseeing rostering to ensure effective alignment of operational resourcing

• Developing, updating and improving support processes based on the detailed analysis of current support request volumes, categories and frequency alongside service quality and satisfaction metrics

• Develop and oversee triaging and escalation workflows of the help channels

• Coordinating and driving performance for the rotating support teams, towards process improvement and removing toil through automation

• Communicating with the broader business about how the support channel is working and gathering their feedback to help shape future changes

• Working closely with the Manager of the Support function to understand demand, resource management, service quality and provide feedback on improvements to work flowing into the team from more strategic initiatives

• Analysing data collected through the demand channels and regularly reporting on performance over time.

• Apply your learnings in Launchpad to help more broadly with better ways of improving support management

Who we're looking for

• Similar experience coordinating, analysing and improving a tech support process through a ticketing or service desk tool, would be highly advantageous. Atlassian Assist/Jira Service Management/Groot AI – any experience or familiarity with these tools is beneficial

• Someone who is organised and loves collaborating, with the ability to consult with and influence multiple stakeholders

• Someone with a love for sharing knowledge and helping others; a customer centric approach is key

• Curiosity – an ability to tinker with technology and keep learning; a demonstrated passion for technology is ideal

• Someone who can adapt and thrive in an evolving tech-led environment

• A focus on continuous process improvement - someone who is methodical, detailed and analytical in their approach.

• Deeply curious about reporting and data analytics

• Ability to visualise and draw insight from data to help inform process improvement

The REA experience 

The physical, mental, emotional and financial health of our people is something we'll never stop caring about. This is a place to learn and grow.  

Some of our Perks & Benefits include:  

• A hybrid and flexible approach to working 
• Flexible leave options including, birthday leave and purchase additional leave 
• Flexible parental leave offering for primary and secondary carers 
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity 
• Hackdays so you can bring your big ideas to life   

Our commitment to Diversity, Equity, and Inclusion   

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. 

Join our Talent Neighbourhood 

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood  

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