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 escalate them appropriately to your Team Leader.RequirementsAbout 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.BenefitsWhat’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 CheckA satisfactory National Police CheckVerification 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.Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning.Find out more about Compass on our website - https://www.compass.education/.
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 escalate them appropriately to your Team Leader.
Requirements
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.
Benefits
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.
Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning.
Find out more about Compass on our website - https://www.compass.education/.
In 2009, Compass founders John de la Motte and Lucas Filer met over a team lunch. While chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology.John and Lucas were sure there was a way to use technology to improve processes in school communities; a way of making tech part of everyday activities, like ordering a pie in the canteen, or letting parents know how their kids were performing in class.After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life. However, the journey had only just begun and with the valuable input of foundational schools John and Lucas were able to add new features to the platform to meet school’s needs.Fast forward a decade and Compass’ school management ecosystem is now used in more than 5,000 schools in Australia and beyond: from Melbourne to Mountrath (that’s in Ireland!), Toronto to Toowoomba.It’s no longer just John and Lucas eating sandwiches at the lunch table. Now they’re joined by 300+ members of the Compass team, delivering smart school management solutions around the world.Compass now offer a comprehensive suite of modules that connects the entire school community. Schools are now able to simplify processes and reduce their administrative burden so everyone can focus on achieving their school’s version of success.Not bad for an idea formed over a lunch break.
In 2009, Compass founders John de la Motte and Lucas Filer met over a team lunch. While chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology.
John and Lucas were sure there was a way to use technology to improve processes in school communities; a way of making tech part of everyday activities, like ordering a pie in the canteen, or letting parents know how their kids were performing in class.
After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life. However, the journey had only just begun and with the valuable input of foundational schools John and Lucas were able to add new features to the platform to meet school’s needs.
Fast forward a decade and Compass’ school management ecosystem is now used in more than 5,000 schools in Australia and beyond: from Melbourne to Mountrath (that’s in Ireland!), Toronto to Toowoomba.
It’s no longer just John and Lucas eating sandwiches at the lunch table. Now they’re joined by 300+ members of the Compass team, delivering smart school management solutions around the world.
Compass now offer a comprehensive suite of modules that connects the entire school community. Schools are now able to simplify processes and reduce their administrative burden so everyone can focus on achieving their school’s version of success.
Not bad for an idea formed over a lunch break.
