Customer Support Officer

Compass; Australia; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

PD budget

EAP access

Parental leave

Inclusive culture

Job summary

Compass is seeking a Customer Support Officer to join our Australian Contact Centre, helping schools get the most from the Compass platform. You will handle phone, live chat and email inquiries, resolving issues and guiding users to the right solutions.

You will work in a fast-paced team, stay calm under pressure, and contribute to service targets while learning new features and supporting process improvements. A flexible roster between 7am and 8pm AEST is required.

Qualifications

• 2+ years in customer/member service roles within a contact centre or similar support environment.
• Strong communication skills and ability to build positive relationships with customers.
• Confidence solving problems and investigating issues to find the right solution.
• Proactive approach to learning new systems and product features.
• Ability to manage multiple enquiries and prioritise tasks in a fast-paced environment.
• Team-focused mindset with a strong commitment to customer outcomes.
• Flexibility to work a rotational roster between 7am to 8pm AEST.

Responsibilities

• Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.
• Resolve issues first time where possible, following up promptly when further investigation is required.
• Work collaboratively with your team and other departments to deliver the best outcomes for customers.
• Stay curious and keep learning, building knowledge of the Compass platform and updates.
• Contribute to a positive team culture by celebrating wins, supporting colleagues and participating in training.
• Capture and share customer feedback to improve products, services and support processes.
• Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.
• Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.
• Identify risks or recurring issues early and escalate them appropriately to your Team Leader.

Skills

Customer service

Communication

Problem solving

Learning agility

Multi-tasking

Team player

Roster flexibility

Job description

Come shape the future of education with us.

At Compass, we’re on a mission to transform the school day for everyone - from staff and students to families and administrators. We build smart, seamless technology that empowers schools to focus on what really matters: learning, growing and thriving.

Thousands of schools rely on Compass every day to run their operations. When they need help, our Contact Centre is the front line and the experience we deliver matters.

We’re looking for Customer Support Officers to join our Contact Centre team and help schools get the most out of the Compass platform.

About the Role & Team

Reporting to one of our Contact Centre Team Leaders, the Customer Support Officer provides comprehensive support to schools using Compass across multiple jurisdictions.

You’ll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass .

This is a role for someone who enjoys helping people, solving problems and working in a fast-paced environment where customer experience is everything.

What you'll do:

• Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.
• Resolve issues first time where possible, taking the time to understand each customer’s needs and following up promptly when further investigation is required.
• Work collaboratively with your team and other departments to deliver the best outcomes for customers.
• Stay curious and keep learning, building your knowledge of the Compass platform and updates so you can confidently support schools.
• Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities.
• Capture and share customer feedback so it can be used to improve products, services and support processes.
• Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.
• Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.
• Identify risks or recurring issues early and escalates them appropriately to your Team Leader.

About You

You’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service.

You also bring:

• 2+ years’ experience in customer/member service roles within a contact centre or similar support environment.
• Strong communication skills and the ability to build positive relationships with customers.
• Confidence solving problems and investigating issues to find the right solution.
• A proactive approach to learning new systems and product features.
• The ability to manage multiple enquiries and prioritise tasks in a fast-paced environment.
• A team-focused mindset with a strong commitment to customer outcomes.
• Flexibility to work a rotational roster between the hours of 7am to 8pm AEST.

What’s in it for you?

You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to directly influence the performance of our support function.

What we offer:

• Learning and development opportunities, including a dedicated PD budget.
• 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
• A parental leave program for both primary and secondary carers.
• A supportive, inclusive culture where your voice is valued and heard.
• The environment to grow alongside a fast-moving, ambitious organisation.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, you’ll need:

• A valid Employee Working With Children Check
• A satisfactory National Police Check
• Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)

Ready to make a difference?

If you enjoy solving problems, helping people and working in a supportive, fast-paced team, we’d love to hear from you.

Find out more about Compass on our website - https://www.compass.education/.