Customer Support Specialist

3P Learning; New Zealand; Remote; NZD 45,000 - 65,000; Full time

Benefits offered by this job

Purpose days (paid leave)

Complimentary access to learning产品

Job summary

3P Learning is seeking a Customer Support Specialist based in New Zealand to be the first point of contact for NZ schools, delivering quick, friendly and effective resolution via phone, email, chat and helpdesk. The role is fully remote with NZ business hours and no requirement to travel.

Reporting to the Customer Support Team Lead, you’ll collaborate with APAC teams and Sales. You’ll troubleshoot, manage ticket queues, build product knowledge, and escalate as needed while supporting onboarding

Qualifications

• 2+ years experience in Customer Support or related service-focused roles in fast-paced environments.
• Strong verbal and written communication skills with ability to build rapport quickly.
• High level of technical aptitude and confidence navigating digital platforms and helpdesk systems.

Responsibilities

• Be the primary contact for New Zealand schools via phone, email, chat and helpdesk.
• Troubleshoot and resolve customer issues using tools, docs and product knowledge.
• Monitor and manage the support ticket queue, prioritising cases by urgency and impact.
• Assist the APAC Customer Support team by handling tickets from across the region.
• Build and maintain knowledge of all 3P Learning products and updates.
• Escalate complex issues to Technical Support with clear diagnostics.
• Support Sales with onboarding, rollover, training coordination and change management for NZ schools.
• Identify trends in queries and share insights to improve products and processes.
• Suggest workflow and tooling improvements and participate in team meetings and training.

Skills

Customer support

Communication

Technical aptitude

Time management

Remote collaboration

Tools

Helpdesk software

Job description

At 3P Learning, our award-winning products, Mathletics, Reading Eggs, Mathseeds and Writing Legends, reach millions of students and educators across the globe. Behind every school using them is a Customer Support team making sure teachers can get the most from our products.

As our Customer Support Specialist, you’ll be the first point of contact for New Zealand schools, delivering quick, friendly and effective resolution of enquiries by phone, email, chat and helpdesk. You’ll also work alongside our APAC Customer Support team, helping with tickets from across the region and contributing to continuous improvement across our global team.

This is a full-time, remote role based in New Zealand, with working hours aligned to New Zealand business hours and no requirement to travel or work from an office. Reporting to the Customer Support Team Lead you’ll work closely with the APAC Customer Support team, Technical Support and our Sales teams.

What you will do:

• Be the primary contact for New Zealand schools, responding to enquiries by phone, email, chat and helpdesk with a professional, friendly and solution-focused approach.
• Troubleshoot and resolve customer issues efficiently, using our tools, documentation and product knowledge to deliver accurate resolutions or guidance.
• Monitor and manage the support ticket queue, prioritising cases by urgency and impact to keep backlogs low and meet our service targets.
• Assist the wider APAC Customer Support team by picking up and resolving tickets from across the region.
• Build and maintain strong knowledge of all 3P Learning products, including new releases and feature changes.
• Escalate complex issues to Technical Support with clear diagnostic details, keeping the customer informed throughout.
• Support our Sales teams with customer onboarding, rollover, training coordination and change management, and help identify potential leads, to lift adoption and retention in New Zealand schools.
• Spot trends and recurring issues in customer queries and share insights and recommendations with internal teams to improve our products and processes.
• Proactively look for ways to improve workflows, tools and support processes, and take part in team meetings, product training and cross-regional collaboration.

What you’ll bring:

• At least 2 years’ experience in Customer Support or other service-focused roles, with demonstrated success managing customer queries and delivering high-quality service in fast-paced environments.
• Strong verbal and written communication skills, with the ability to build rapport quickly.
• A high level of technical aptitude and confidence navigating digital platforms and helpdesk systems.
• Excellent attention to detail, time management and prioritisation skills, so that response times are met, including an average ticket response time under 8 hours.
• A customer-focused mindset with resilience and a “never give up” attitude.
• A self‑motivated, organised and thorough approach to problem solving, with the discipline to work independently in a remote role and the confidence to collaborate across regions and time zones.
• A genuine passion for continuous learning and a commitment to team success.
• The right to work in New Zealand, and a reliable home internet connection and workspace.
• Experience supporting schools or working in EdTech, and an understanding of the New Zealand education context, are a bonus.

Why you’ll love working at 3P Learning:

At 3P Learning, you’ll be part of a dynamic ASX-listed company with global reach, but still your ideas will be heard, your contributions visible, and your impact real.

This is an opportunity to build your customer support career in a high-growth multinational environment, supporting New Zealand schools while working as part of a collaborative APAC and global team, with exposure to Sales, Technical Support and Product.

You’ll also enjoy 3 extra “purpose days” of paid leave each year to dedicate to what matters most to you, whether that’s volunteering, personal projects, or simply recharging. 3P-ers also enjoy complimentary access to all our learning products.

You’ll make a meaningful difference to the educational technology industry, helping to deliver world‑class products that teachers and students love, in a dedicated, collaborative and supportive environment where everyone shares a common mission.