Client Operations Coordinator

Client Operations Coordinator

About the Role

We're looking for a detail-oriented, proactive Client Operations Coordinator to become the operational backbone of our HubSpot partner agency. In this role, you'll provide critical support across both sales and client delivery, handling the administrative and operational tasks that keep our team running smoothly and our clients happy.

This is a high-impact position where your organisational skills and attention to detail will directly free up our senior team to focus on strategic work, whilst you ensure nothing falls through the cracks. If you thrive on bringing order to chaos, love ticking things off your list, and want to be an essential part of a growing agency team, this role is for you.

What You'll Do

Sales & Pipeline Support

• Maintain CRM data accuracy including deal updates, contact records, and pipeline hygiene
• Prepare and format proposals, contracts, and sales materials
• Coordinate contract signing, collect client information for onboarding, and process paperwork
• Schedule sales calls and discovery meetings, send calendar invites and prep materials
• Track sales activities and compile reports for leadership review
• Follow up on outstanding proposals and payments

Client Support & Ticket Management

• Monitor and triage incoming client support tickets across all channels
• Provide first-line responses to common questions and route complex issues to appropriate team members
• Track ticket status and ensure timely resolution and client communication
• Maintain organised documentation of client requests, issues, and resolutions
• Escalate urgent matters and keep clients informed of progress

Project & Client Operations

• Coordinate client onboarding logistics including kickoff calls, documentation, and access setup
• Organise project files, documents, and deliverables in shared systems
• Schedule recurring client meetings and send agendas, reminders, and meeting notes
• Compile data and metrics for client reports and presentations
• Manage invoice processing and payment tracking
• Update project management tools and keep team informed of status changes

Process & Systems Management

• Maintain organised file structures and documentation across all platforms
• Identify opportunities to streamline workflows and improve operational efficiency
• Create and update internal process documentation and templates
• Ensure consistency in how we manage client information and communications
• Support team with administrative tasks as needs arise

What We're Looking For

Required Skills & Experience

• 2+ years of experience in operations, administrative support, sales operations, or customer support
• Exceptional organisational skills with strong attention to detail
• Ability to manage multiple priorities and shifting deadlines without dropping balls
• Comfortable with technology and able to quickly learn new software platforms
• Strong written and verbal communication skills
• Proactive problem-solver who can work independently
• Customer-service mindset with professional, friendly demeanour

Technical Comfort

• Experience with CRM systems (HubSpot experience is a plus but not required)
• Proficient in Google Workspace
• Comfortable with project management tools (Asana, , ClickUp, or similar)
• Ability to learn new platforms quickly and become the team's go-to for operational tools

Bonus Points For

• Experience in an agency, consulting, or B2B SaaS environment
• Background in sales operations or client success operations
• HubSpot user experience or certifications
• Process improvement or operations experience

What Success Looks Like

In your first 90 days, you'll:

• Take ownership of ticket management with consistent response times and resolution tracking
• Establish reliable CRM data hygiene practices that the sales team can trust
• Streamline at least 2-3 recurring administrative processes
• Become the go-to person for operational questions and support

Long-term success means:

• Senior team members have 5-10 hours per week freed up from administrative work
• Clients receive prompt, professional responses to all enquiries
• Nothing falls through the cracks—deals move forward, projects stay organised, and follow-ups happen
• You identify and implement improvements that make everyone's work easier

Why This Role Matters

Great agencies aren't just built on brilliant strategy, they're built on flawless execution and seamless operations. As our Client Operations Coordinator, you'll be the person who makes everything run smoothly behind the scenes. Your work enables our senior team to focus on what they do best: delivering exceptional results for clients.

This role offers growth potential into operations management, client success, or project management as our agency scales. You'll gain exposure to all aspects of agency operations and build versatile skills that translate across many career paths.

What We Offer

• Opportunity to be a foundational team member at a growing agency
• Exposure to HubSpot platform and CRM best practices (valuable career skills)
• Clear path for professional growth and skill development
• Collaborative team environment where your contributions are valued
• WFH 3 days a week