Contact Centre Support Team Leader
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.
When schools need help, our Contact Centre is the front line. The experience we deliver directly impacts how schools feel about Compass.
We’re looking for a Contact Centre Team Leader to join our AU Support function.
About the Role & Team
Reporting to our Head of Support (Global), you’ll lead an OMNI-channel Support team across phone, live chat and email.
This is a hands-on leadership role where you’ll balance day-to-day operational performance with real-time coaching, escalation management and continuous improvement.
You’ll play a key role in maintaining service levels, building engagement and ensuring schools receive fast, clear and empathetic support.
What you'll do:
- Lead, coach and inspire a high-performing OMNI-channel Support team, creating a collaborative, engaged culture where people feel supported and set up to succeed.
- Drive daily operational excellence, monitoring real-time dashboards, ensuring service level KPIs are achieved and acting as the first point of escalation for complex issues.
- Elevate customer experience, coaching high-quality interactions across phone, live chat and email, and ensuring sentiment aligns with performance standards.
- Champion continuous improvement, using customer feedback and data insights to strengthen processes, knowledge resources and team capability.
- Partner across the business, working closely with Product, Training and Knowledge teams to improve outcomes for schools and embed change effectively, escalating customer enquiries to the appropriate team as necessary.
- Lead through change and innovation, building team commitment to new initiatives and challenging processes that don’t serve customers.
- Effectively assessing the quality and appropriateness of commonly used knowledge resources, working closely with Knowledge Communications Specialists within the Contact Centre.
- Understand the value of data when making decisions and forming business plans.