Customer Support Officer

About the role

Join Compass’s Contact Centre team to help schools maximise the value of the Compass platform. You will provide support via phone, live chat and email, ensuring a smooth experience for educators across multiple jurisdictions.

Key responsibilities

• Respond to enquiries across phone, email and live chat, delivering clear solutions quickly.
• Resolve issues on the first contact where possible and follow up when further investigation is needed.
• Collaborate with team members and other departments to achieve the best outcomes for customers.
• Continuously learn about platform updates to provide confident support.
• Capture and share customer feedback to improve products and processes.
• Meet service standards and performance targets such as response times and satisfaction metrics.
• Maintain accurate records of interactions and follow‑ups in internal systems.

Required profile

• 2+ years’ experience in customer or member service, preferably in a contact centre environment.
• Strong communication skills and ability to build positive relationships.
• Proven problem‑solving abilities and investigative mindset.
• Capability to manage multiple enquiries and prioritise workload in a fast‑paced setting.
• Experience supporting customers via phone, live chat, email and other omni‑channel tools.
• Proactive approach to learning new systems and product features.
• Team‑focused attitude with a commitment to excellent customer outcomes.
• Flexibility to work a rotating roster between 7 am and 8 pm AEST.

What we offer

• Learning and development opportunities, including a dedicated professional development budget.
• 24/7 access to an Employee Assistance Program (EAP) with various support channels.
• Parental leave program for primary and secondary carers.
• Supportive, inclusive culture where every voice is valued.
• Hybrid working arrangement after 4‑5 weeks of trainer‑led onboarding.