Client Onboarding and Operations Specialist

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high‑growth startups and dynamic companies, from the comfort of their own homes.

The Client is an integrated ecommerce growth agency built by retailers, for retailers. Founded by a crew of DTC veterans with decades of experience working with the hottest brands, we partner with online retailers to grow and scale their business. Sitting at the intersection of strategy, branding and technology, we deploy best‑practice ecommerce solutions across performance media, CRM, Shopify development and UX design.

As Operations Coordinator (Offshore), you’ll own the day‑to‑day administration that keeps the agency running. You’re the person who makes sure every new client and team member is set up correctly, every invoice is issued and paid on time, every tool is connected, and every internal process is documented and followed. You’ll work closely with the Director of Operations and report directly to them.

This is an execution role—you’re not setting strategy, you’re making the strategy happen on the ground every single day.

• Issue client invoices on time and follow up on overdue payments
• Run weekly contractor and supplier payment runs through Xero
• Process staff expense reimbursements and credit card reconciliations
• Maintain the agency's SaaS subscription register — track every tool, renewal date, owner, and cost; flag duplicate or unused licences
• Support the Director of Operations and Bookkeeper with month‑end close: ensure all bills, invoices and expenses are coded and reconciled
• Pull recurring financial admin reports (AR ageing, payment runs, subscription spend)

• Prepare and issue new staff contracts, starter forms and induction packs
• Coordinate new starter onboarding: equipment ordering, account provisioning, day‑one schedule, buddy assignment
• Manage off‑boarding: access removal across all systems, equipment return, final pay coordination
• Maintain the leave calendar and approve routine leave requests
• Enforce timesheet completion in Streamtime — chase missing entries weekly
• Coordinate recruitment admin: post job ads, schedule interviews, manage candidate communications
• Track birthdays, work anniversaries and team milestones

• Run the standard new‑client onboarding workflow end‑to‑end: set up Drive folders, Slack channel, project in Streamtime
• Send welcome pack and kickoff scheduling
• Coordinate platform access handover (Shopify, Meta Business Manager, Google Ads, GA4, Klaviyo, etc.)
• Provision agency‑side access for the assigned delivery team
• Run the standard new‑staff onboarding workflow end‑to‑end: provision accounts in Google Workspace, Slack, Streamtime, Xero (where relevant), 1
  
  Password, CRM and any platform‑specific logins
• Connect new staff into the right channels, calendars and recurring meetings
• Walk new starters through the SOP library in week one
• Maintain an onboarding checklist for both client and team — measure time‑to‑fully‑onboarded as a core KPI

• Own the SOP library: author new SOPs as processes evolve, audit existing ones quarterly, retire what’s outdated
• Connect and maintain integrations between internal tools (Xero Streamtime, Slack Google Calendar, CRM Hubspot, etc.)
• Manage tool access and permissions — who has access to what, both internal and client‑side
• Maintain the agency CRM (data hygiene, lead stage updates, contact records)
• Coordinate marketing and events logistics: venues, RSVPs, vendor bookings, post‑event admin (no strategy ownership)
• Maintain partner directory listings (Meta Agency Directory, NORA Solutions Partner Directory, etc.)
• Track vendor and software contract renewals; flag well ahead of expiry

• 3+ years in operations, admin, or office management roles (agency or professional services preferred)
• Hands‑on Xero or similar accounting tool proficiency (AR, AP, reconciliation, basic reporting)
• Experience administering at least one project management tool (Streamtime, Asana, Click Up, Monday or similar)
• Strong written English to professional standard — you’ll be writing to clients and team daily
• High attention to detail, especially with numbers and access permissions
• Process‑driven: you naturally document, checklist and systematise your work
• Able to work a minimum of 4 hours daily overlap with AEST business hours

• Background in bookkeeping, business admin or HR
• Familiarity with ecommerce platforms (Shopify, Meta Ads, Google Ads) — for navigation and access management, not strategy
• Experience working with an Australian or other Western client base