Customer Support Specialist

InLoop Solutions; Sydney; On-site; AUD 52,000 - 72,000; Full time

Job summary

Flexischools is Australia’s leading school ordering platform seeking a Customer Support specialist. You will deliver friendly assistance via phone, email, live chat, and other channels, while owning inquiries and ensuring high-quality customer experiences.

Join a collaborative Customer Service team, maintain CRM records, support onboarding and product guidance for Tier 3 customers, and help identify trends to improve processes and the overall customer experience.

Qualifications

• Experience in customer support or service roles.
• Strong written and verbal communication skills.
• Ability to work across multiple systems and CRM platforms.

Responsibilities

• Provide timely, accurate, and friendly assistance across phone, email, live chat, and other channels.
• Investigate, resolve and own customer inquiries, escalating complex issues as needed.
• Maintain accurate customer records in CRM systems.
• Support onboarding and product guidance for Tier 3 customers.
• Identify trends and feedback to improve processes and customer experience.

Skills

Multichannel support

Written and verbal communication

CRM proficiency

Time management

Problem solving

Teamwork

Independent work

Tools

MS Office

CRM platforms

Web-based tools

Job description

Flexischools is Australia’s #1 school ordering app, helping over 2,300 schools streamline canteen orders, uniform shops, events, and payments. We enable cashless convenience for parents and more efficient operations for schools.

We are a profit-for-purpose business, using technology and customer support to improve school communities.

The role

Support customers, parents and suppliers by providing timely, accurate, and friendly assistance. This role sits within the Customer Service team, reporting to the Customer Service Team Lead, and is primarily responsible for frontline customer support. The role ensures customer issues are resolved efficiently, are supported, and able to successfully use the Flexischools platform, contributing to positive customer experiences and retention.

What you’ll do

Customer Support & Resolution

• Deliver exceptional customer support across phone, email, live chat, and other channels.
• Investigate, resolve, and take ownership of customer enquiries, escalating complex issues when required.
• Meet service standards while providing a friendly, professional customer experience.
• Support Tier 3 customers through onboarding, product guidance, usage check-ins, and proactive outreach.
• Identify customer needs, recurring issues, and potential churn risks, escalating opportunities and risks where appropriate.
• Act as a trusted partner, helping customers get the most value from Flexischools.

Product & System Expertise

• Develop strong knowledge of Flexischools products, systems, processes, and knowledge resources.
• Use product expertise to confidently guide customers and provide practical solutions.

Documentation & Administration

• Maintain accurate customer records and interaction notes within CRM systems.
• Support operational activities including CRM maintenance, menu management, knowledge base updates, and testing of new features.
• Partner with teams across Product, Customer Success, Finance, Sales, and Application Support to resolve customer issues and improve outcomes.
• Share customer feedback, identify trends, and contribute ideas that improve processes, products, and the overall customer experience.

Skills & Experience

• Comfortable learning and using new software
• Strong written and verbal communication skills
• Confident working across multiple systems (e.g. MS Office, web-based tools, CRM platforms)
• Excellent attention to detail and time management
• Logical thinker with strong problem-solving skills
• Friendly and professional phone manner
• Ability to work independently and as part of a team