Customer Service Officer

**Come shape the future of education with us.**

We are Compass - smart school management in one connected platform. We believe that time spent in the classroom should be for learning and teaching.

Our two co-founders John and Lucas met over a team lunch and while chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology. After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life in 2009 in Lucas’ parents' garage.

Fast forward a decade - it’s no longer just John and Lucas eating sandwiches at the lunch table. Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 260+ members of the Compass team, delivering smart school management solutions around the world.

**Why this role is for you**:
You’re someone who thrives on solving complex problems, building trusted relationships, and delivering exceptional service that makes a real impact. If you're looking to grow your expertise, work across teams, and support high-value school communities, this could be the perfect fit.

As a Level 3 Client Support Officer, you'll play a key role in ensuring Compass delivers exceptional experiences for Enterprise and Independent schools. You’ll be involved in both reactive support and proactive relationship management, with opportunities to contribute to process improvement and cross-functional projects.

**What you’ll be doing**:
You’ll be based in our Melbourne office, working as part of the high-performing Compass AU Support team. In this role, you’ll be a Subject Matter Expert on the Compass platform and a trusted point of contact for more complex or escalated queries from schools.

Your responsibilities will include:

- Managing escalated or complex support issues and collaborating with L1 and L2 team members to ensure timely resolution
- Maintaining high standards of communication, accuracy, and ticket management within the Enterprise support queue
- Working closely with Product and Customer Success teams to escalate and resolve platform issues
- Assisting in the delivery of self-service materials and participating in process improvement initiatives
- Providing guidance and knowledge-sharing to other team members as needed
- Building strong relationships with school stakeholders and ensuring consistent, high-quality support experiences

**Requirements**:
**What we are looking for**:
You’re a clear communicator, problem solver, and team player. You’re comfortable managing multiple priorities and providing support that’s not just reactive, but thoughtful and forward-looking.

You’ll also bring:

- A passion for helping others and delivering high-quality customer experiences
- Strong written and verbal communication skills
- Great attention to detail, with the ability to prioritise and manage time-sensitive issues
- Confidence in managing relationships with a range of stakeholders
- Experience in education, tech support, or a customer-facing role (highly regarded)
- A willingness to share knowledge and contribute to team improvement initiatives

**Benefits**

**What’s in it for you?**
- Impactful work in the education technology space, supporting schools and communities
- Ongoing learning and development to grow your career at Compass
- Access to our Parental Leave Program for both primary and secondary carers
- 24/7 Employee Assistance Program (EAP) for personal and professional wellbeing
- A supportive, inclusive culture where you’ll be valued and heard

**It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.**

**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.**

Before joining, you’ll need:

- A valid Employee Working With Children Check
- A satisfactory National Police Check
- Unrestricted full working rights in Australia (citizenship, PR, or valid visa)

**Ready to make a difference?