Customer Support Officer
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.