Knowledge & Communications Specialist

Come shape the future of education with us.

At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.

Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better.

Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, delivering smart school management solutions around the world.

About the Role & Team

As a Knowledge & Communication Specialist, you’ll sit at the intersection of customer support and AI. Your mission is to create a seamless, self-serve experience for customers by ensuring our knowledge base content is clear, accurate, and optimised for both humans and AI.

This role offers the opportunity to design and implement new approaches that reduce support friction, improve resolution rates, and proactively communicate value including helping market the Compass / School Bytes integrated solution to NSW high schools.

You’ll work closely with Support, Onboarding & Training, and Marketing teams and have a direct impact on customer experience and operational efficiency.

What you’ll do:

Content & AI Enablement

• Creating, updating, and structuring content within the Knowledge Management System (KMS) to provide agents with rapid, accurate answers, troubleshooting steps, and policies.
• Create and structure content specifically for AI ingestion to improve automated resolution rates and reduce agent workload.
• Tracking search logs, content usage, and staff feedback to identify knowledge gaps and update outdated content.
• Distributing updates, process changes, and promotional information to staff via intranet, messaging tools, or KMS.
• Monitor ticket trends and resolution outcomes, fine-tuning AI workflows and guidance to minimise avoidable tickets.
• Identify opportunities to align or replicate effective workflows across Compass and School Bytes to improve efficiency and consistency.

Marketing & Proactive Communications

• Develop proactive in-product communications using Intercom tools (including banners, outbound messages, and tooltips).
• Promote support materials, training sessions, and how-to resources to drive awareness and adoption.
• Track engagement with communications and report on performance, identifying opportunities to increase reach and effectiveness.

Cross-functional Collaboration

• Partner closely with Support, Onboarding & Training, and Marketing teams to ensure content reflects product changes and customer needs.
• Act as a key link between customer insights and internal teams, helping translate trends into practical improvements.