WFH - Senior Client Concierge

About The Role
Clarico is a fully remote accounting firm based in Adelaide, Australia. Our Philippines team deals with clients directly. They aren't a back office.
We're hiring a Senior Client Concierge. The firm has grown and there's more client contact and coordination than there used to be. We want someone senior in this part of the business.
Two things about this job you should know before you apply.
The first few months are about learning. How we work, how our systems fit together, and how Australian tax administration actually runs — company and trust structures, ATO and ASIC deadlines, what business owners are dealing with and when.

You'll learn it through the work: client follow-ups, correspondence, preparing documents, chasing signatures, keeping things moving. Some of it is repetitive. That's how you learn a system properly.
While you're doing it, we want you finding ways to make it faster.

That's not a side project we'll get to later — it's the main reason this role exists at a senior level.

We want someone who looks at a task they've done fifteen times and works out how to stop doing it. Using AI tools where they help, changing the process where they don't.
If that sounds like the boring part of the job rather than the interesting part, this isn't the right role for you.
Where the role goes from there depends on what you show us. We have a written progression path from Senior Client Concierge to Executive Assistant, and we'll walk you through it in the interview.
You don't need an accounting background. Most of our team learned it here. But if you already have one — particularly with an Australian firm — you'll move through the early stages faster, and we'll pay for that.
Want to find out more about us? Check out our Mission, Vision and Values Page here.
What You'll Do
Think of a hotel concierge. They don't cook your dinner and they don't clean your room. But they know who does, they know how to get it done, and they make sure you're looked after. That's this job. You're not the accountant. You don't do the tax work and nobody expects you to. Your job is making sure the client is looked after and the outcome happens.
Our clients are business owners. Most of them find tax stressful and confusing. When they hear from us they want to know where things stand, what they need to do, and by when — in plain English, not accountant language. A lot of the value in this job is removing that stress: answering before they have to chase, explaining things simply, and making sure nobody is left wondering.
Day to day:

Handling client, ATO and ASIC correspondence and follow-up. Resolving things, not passing messages along.

Answering the questions you can answer, clearly, without needing someone to check your wording first — and knowing which questions belong with the accountant.

Noticing when a client is confused or worried and dealing with it, rather than answering only the question they asked.

Explaining what we need from them and by when, in plain English.

Preparing client documents and communications.

Managing signing workflows, lodgement support and onboarding admin.

Finding the parts of our processes that are slow, duplicated or unclear, and fixing them.

Testing and building AI-assisted ways of doing this work.

We need someone who moves without being asked. If something is sitting, chase it. If a client hasn't replied, follow up. If something looks wrong, say so. We're not handing you a task list every morning.
And we need someone who's switched on. You have your own life in order — you deal with your own money, your own obligations, your own problems, and you don't need supervising. That's what lets you understand a business owner. They're adults running something real, and they can tell immediately whether the person on the other end of the email gets that or not.
Tools: Karbon, Xero, Notion, Google Workspace, ATO and ASIC portals, Ignition, and whatever AI tools prove useful.
Who we're looking for
Your English has to be exceptional. Spoken and written. You'll be talking and writing to Australian business owners directly. You need to be able to explain something complicated to someone who doesn't understand it, clearly and without sounding like a template.
You have to care how the client feels. Not just whether the task got done. This is a service job for people who find tax stressful. If you can put yourself in their position and think about what would give them peace of mind, you'll do well here.
You have to want to understand why things work the way they do, not just what the steps are. When something doesn't make sense to you, you go and find out. When a client's situation doesn't match anything you've seen before, you work out what's actually going on and what would help. When you're shown how to do something, you want to know why it's done that way — not to argue, but because knowing why is what lets you handle the next thing nobody prepared you for.
Australian tax admin has a logic to it. The ATO, ASIC, company structures, deadlines — they connect to each other in ways that make sense once you see them. Understand the logic and most situations become obvious. If that sounds like something you'd enjoy working out, you'll like it here.
And you have to act on it. Work out what the sensible answer is, do it, and tell us. When you do need to escalate, bring a suggestion with it rather than just the problem.
You have to already use AI. Not "open to learning it." Using it now, for real work, with views on where it helps and where it doesn't.
Experience:

3+ years in admin, client service, executive assistance or operations

Able to work Australian business hours

You've carried real responsibility somewhere — decisions with consequences, obligations that mattered, dealing with institutions and bureaucracy. This counts for more with us than years on a CV.

Helpful but not required: experience with an Australian accounting or professional services firm; familiarity with Karbon, Xero, or ATO and ASIC processes.
We've hired well from professional services, legal, medical practice management and government backgrounds. We can teach you tax. We can't teach you how to think or how to communicate
The upper end of the range is for someone arriving with Australian accounting firm experience. If you're exceptional but coming from another industry, apply anyway — we'd rather find the right person and work out the number.
How to apply — please read carefully
We don't review applications without a video. This matters more than your CV.
Record an unlisted YouTube video, three minutes maximum.

One take. Don't edit it.

Camera on your face. No slides, no screen share, no reading from notes.

We're not looking for polish. We want to hear how you think and how you speak.

Start the video by saying the word CLARITY, so we know you read this far.
Then do this. You've started with us as a Client Concierge.
A Clarico Client Concierge handles the ATO and business administration side — explaining ATO letters and what they mean, lodging ASIC forms, preparing documents, chasing signatures, and sorting out problems with the ATO on the client's behalf. You're not the accountant. Administration is yours; tax advice isn't. If a client asks what they should do about their structure or their tax position, that goes to the accountant.
This email arrives from an existing client:
"Hi — got a letter from the ATO about PAYG instalments, $4,200 due 28 October. I don't really understand what this is, I thought I'd already paid my tax for the year? Bit stressed about it. What do I need to do? Thanks"
Use any AI tool you like to help you draft your reply.
In the video, tell us:

Which AI tool you used, and what you asked it

What it gave you back

What it got wrong or missed

What you changed yourself, and why

Then submit: your YouTube link, a shareable link to your AI conversation (ChatGPT, Claude and Gemini all support this) or the transcript, and your CV.
We reply to everyone who gets past the video stage.
Originally posted on Himalayas