--- title: 'NDIS Scheduling & Customer Support Officer at Outsourced Staff' canonical: 'https://feeny.ai/job/ndis-scheduling-customer-support-officer-outsourced-staff-manila-ztsq2zbeww11' type: 'job' last_seen: '2026-09-09' --- # NDIS Scheduling & Customer Support Officer at Outsourced Staff - **Company:** Outsourced Staff - **Location:** Manila, Philippines - **Employment:** full-time - **Work type:** remote - **Posted:** 2025-12-16 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.lever.co/outsourcedstaff/c7acfdad-36f2-4d49-9fc4-8eaef3a5c8d4 ## Job description About the Company: Our client provides community-based support services under the NDIS, with a strong focus on reliable coordination, responsive communication, and high-quality service delivery. Job Overview: We are seeking an NDIS Scheduling & Customer Support Coordinator to manage scheduling requests, CRM job creation, and client communications. This role is well-suited for someone who is highly organised, detail-oriented, and empathetic, with the ability to manage multiple tasks in a fast-paced environment. The primary responsibilities are job booking and accurate data entry, including coordinating schedules for both drivers and care workers and communicating booking details to clients, primarily via SMS. ## Key Responsibilities - Ticket creation and scheduling - Receive AI-generated emails and text confirmations, create jobs in the CRM, and allocate them to workers. - Post jobs on the internal job board and assign based on availability and shift load. - Handle reschedules, cancellations, and urgent two-hour service requests. - Client communication (non-voice initially) - Send confirmation emails and text messages. - Send referral forms and service agreements. - Monitor CRM for signatures and follow up where needed. - Future voice escalation - Act as the first human escalation point for calls (AI) cannot resolve after hours and on weekends. - Manage simple customer service chats or calls such as “I can’t find my support worker” or cancellations. - Contractor onboarding admin - Review and validate contractor documents. Cross-check 10+ verification items for each new contractor. - Maintain accuracy and compliance within the CRM. - Backup administrative tasks - General admin tasks when ticket volume is low. - Participate in weekly team meetings and internal training. Desired Qualities - Highly empathetic and patient. - Strong listening skills. - Calm, warm, and flexible in communication. - Team-oriented and willing to be part of the client’s internal culture (meetings, collaboration, updates). - Reliable home-office environment with strong primary and backup internet. - Attention to detail and takes pride in accuracy. - Comfortable working autonomously and switching between task types. Required Skills - Strong admin and scheduling experience. - Fast, accurate data entry and CRM navigation. - Excellent written English for email and text communication. - Good spoken English for future phone escalation work. - Ability to follow detailed processes, check documents, and maintain accuracy. - Comfortable working with new systems and workflows. Work Time Shifts 6:00 am to 2:00 pm (Sydney time) 2:00 pm to 10:00 pm (Sydney time) ## About Outsourced Staff ## Company Overview - **One-liner**: Outsourced Staff helps Australian, New Zealand, and US businesses build fully managed remote teams in the Philippines across operations, sales, recruiting, finance, and technical functions. - **Entity Type**: Private (bootstrapped) - **Headquarters**: Cromer, New South Wales, Australia - **Founded**: Not publicly available (company claims “over 25 years” of outsourcing expertise, but the current entity may be newer) - **Founders**: Not publicly available ## Core Business - **Primary industries**: Staffing and Recruiting / Offshore outsourcing - **Target customers**: B2B – SMBs and enterprises in Australia, New Zealand, and the US seeking offshore remote teams - **Mission / purpose**: To match businesses with highly skilled outsourced IT and digital staff for long-term growth, using a hybrid AI plus human model to deliver reliable, high-performing teams. ## Products & Services - **Dedicated Remote Team Building** – End-to-end recruitment, onboarding, payroll, and ongoing support for full-time offshore staff. Covers roles in operations, sales, recruiting, finance, technical, and administrative functions. - **AI-First Operations Support** – A senior operations role that also acts as a Chief of Staff to the founder, leveraging AI tools daily to accelerate workflows. - **Sister Business – Conversational AI** – Offers AI Receptionist, Customer Service, and Sales Agent solutions, integrated with the staffing offering for a human-plus-AI delivery model. ## Market Standing - **Valuation / Revenue**: Not publicly available - **Key Metric**: 12 employees (+17.6% YoY); LinkedIn followers 877 (+29.7% yearly growth) - **Notable Investors / Partners**: No disclosed investors; alumni have moved to companies like Accenture, Upwork, AECOM, and TenSixty AI - **Growth Signals**: Strong year-over-year headcount and follower growth; active recruitment for multiple remote roles; expansion of AI-first service model; presence in Philippines and Eastern Europe ## Competitive Advantages - **Hybrid AI + human model** – Combines offshore staffing with an in-house Conversational AI sister business, enabling clients to automate parts of their workflow while retaining dedicated human support. - **End-to-end accountability** – Staff are employed by Outsourced Staff, handling all HR, payroll, and compliance, reducing client administrative burden. - **Rapid sourcing** – Can deliver ideal candidates within 24–48 hours for some roles; typically fits within 2 months. - **No upfront costs** – Clients pay a single fixed monthly fee that starts only after placement. ## Strategic Focus - **AI-first operations** – Embedding AI tools across every role to increase speed and efficiency; the founder also runs a Conversational AI business, indicating deep investment in automation. - **Expanding into US market** – Recruiting for roles serving US clients alongside ANZ businesses. - **Continuous improvement** – Structured 1-, 3-, 6-, and 12-month reviews to boost retention and performance. ## Why Work Here - **Remote-first culture** – All roles listed are work-from-home in the Philippines or other locations; flexible arrangements for Australian hybrid roles. - **Cutting-edge AI usage** – Employees are encouraged and trained to use AI tools daily (“We run a hybrid AI plus human model”). - **Hands-on founder involvement** – Senior roles work directly with the founder as a “force multiplier,” offering visibility into the entire business. - **Supportive onboarding** – Comprehensive orientation, communication setup, and ongoing support to integrate new hires. - **Career growth** – Clear review cadence and opportunities to work across both the staffing and AI sides of the business. ## Sources 1. [LinkedIn Company Profile](https://linkedin.com/company/outsourced-staff) 2. [Lever Careers Page](https://jobs.lever.co/outsourcedstaff) 3. [Company How It Works Page](https://outsourcedstaff.com.au/how-it-works/) 4. [Workforce Directory Listing](https://workforcedirectory.com.au/vendor/outsourced-staff/) ## Other roles at Outsourced Staff - [Senior Audit and Financial Reporting Specialist](https://feeny.ai/job/senior-audit-and-financial-reporting-specialist-outsourced-staff-philippines-h02spnr61ksc) — Philippines - [Senior Estimator – Civil / Road Infrastructure](https://feeny.ai/job/senior-estimator-civil-road-infrastructure-outsourced-staff-philippines-v2day062a7we) — Philippines - [Practice Manager – Paediatric Hearing & Allied Health](https://feeny.ai/job/practice-manager-paediatric-hearing-allied-health-outsourced-staff-philippines-f99myjqg4fhp) — Philippines - [HR, Compliance & Operations Officer - NDIS & Disability Services](https://feeny.ai/job/hr-compliance-operations-officer-ndis-disability-services-outsourced-staff-dsb45wmt3k8t) — Philippines - [Senior Recruiter](https://feeny.ai/job/senior-recruiter-outsourced-staff-manila-rvtp41krr5xq) — Manila, Philippines - [Sales Support & Business Development Specialist (Certification)](https://feeny.ai/job/sales-support-business-development-specialist-certification-outsourced-staff-9wv9nhhyfbx9) — Manila, Philippines - [Claims & Finance Officer (Aged Care / NDIS)](https://feeny.ai/job/claims-finance-officer-aged-care-ndis-outsourced-staff-manila-vnvy4t1yykf7) — Manila, Philippines - [Video Editor](https://feeny.ai/job/video-editor-outsourced-staff-manila-89e4kgy7w6zh) — Manila, Philippines - [Tax Accountant (Australian Public Practice)](https://feeny.ai/job/tax-accountant-australian-public-practice-outsourced-staff-philippines-gr3txyhjsdyq) — Philippines - [Senior Audit and Financial Reporting Specialist](https://feeny.ai/job/senior-audit-and-financial-reporting-specialist-outsourced-staff-manila-mfyecr2e3cbn) — Manila, Philippines