Customer Service Officer

2 weeks ago

Hawthorn, Australia Compass Education Full time

**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**

Are you a great communicator who loves solving problems and helping others? Do you want to work in a team that values curiosity, collaboration, and continuous learning?

As a Level 1 Customer Service Officer based in our Hawthorn office, you’ll be on the frontline of customer support, guiding schools through questions and issues, and helping them get the most from the Compass platform. This is a great opportunity for someone looking to launch or grow a career in education technology, with clear pathways for development.

**What you’ll be doing**

More specifically, you will:

- Troubleshoot issues and provide effective, creative solutions
- Guide schools on how to use Compass modules and features
- Log and manage tickets in Jira, ensuring service level targets are met
- Stay up to date on new features and Department of Education updates
- Develop and maintain Knowledge Base Articles
- Identify and share training opportunities with our Training Team
- Escalate more complex issues while keeping schools informed throughout

**Requirements**:
**About You**

You’re naturally helpful, curious, and love to see a problem through to the finish line. You thrive in a team environment, bring a positive attitude, and genuinely care about customer experience.

You’ll also bring:

- A service first mindset and strong problem solving skills
- Excellent communication-both verbal and written
- Strong attention to detail and ability to multitask
- Motivation to learn and grow in a fast paced tech company
- An appreciation for diversity and teamwork

We value attitude and willingness to learn. At Compass, we celebrate diversity and are committed to building an inclusive, respectful team where everyone can thrive.

**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?

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