Customer Support Specialist

2 days ago

Remote Australia Atomi Full time $60,000 - $90,000 per year
Join Atomi: Reinvent how the world learns.
At Atomi, we're on a mission to unlock human potential by transforming the way students learn and teachers teach. Our platform combines cutting-edge technology with a creative, human-first approach, turning complex ideas into simple, engaging experiences for students, educators, and parents everywhere.
We're driven by curiosity, humility, and a relentless focus on quality and innovation. At Atomi, your ideas matter, your creativity counts, and your work directly impacts how hundreds of thousands of learners engage with education around the globe.
Come build something remarkable with us.
The opportunity
As Atomi's Customer Support Specialist, you'll be the face of Atomi for many of our customers, providing solution-focused, front-line support that helps educators and students get the most from our platform. Every query is different, which means your days will be varied and full of opportunities to learn.
You'll manage and respond to customer tickets while helping troubleshoot technical issues, guide users on product usage, and collaborate with our engineering team on escalations. You'll also help maintain customer-facing support articles and contribute ideas to improve our support experience.
We're looking for someone with experience in customer support or customer success -- ideally with a basic understanding of SSO and email delivery systems (we use Postmark). You're comfortable working with technical teams, making judgement calls when things are ambiguous, and thrive in a fast-paced, collaborative environment.
At Atomi, we aim to move quickly and keep things transparent. Once you're into the interview stage, we'll make sure you get meaningful feedback and insights from the team. For this role, you can expect the process to look like this:
• Initial Screen w/ Atomi's People Team
• Interview Round 1: Culture & Motivations
• Interview Round 2: Technical & Cross-Functional Experience What You'll Do
  • Provide front-line support for our customers, including teachers, students and school staff, acting as the 'face of Atomi' for many of our users
  • Collaborate with Customer Success and Sales teams to contribute to product training courses/collateral and product documentation
  • Provide general admin and user support to the broader Sales and Customer Experience teams
  • Work closely with our Leadership, Sales, Customer Success teams to drive continuous awareness, engagement and process improvement
  • Identify Atomi knowledge and feature gaps (internally and externally) and share these with appropriate colleagues and teams
  • Log and report on user issues, trends and feedback and ensure the right people are informed and brought along on the journey
What You'll Bring to Atomi
  • You are known for your excellent communication skills and put the customer at the heart of everything you do
  • You have proven experience in a front-line user support role and can demonstrate the positive impact you had on outcomes and solutions
  • You relish the opportunity to work collaboratively with teams across the business including Sales, Customer Success and Product
  • You are a natural problem solver, and leave no stone unturned until a fantastic outcome has been reached
  • Your friendly, professional and empathetic manner is the reason why our customers love dealing with you
  • You thrive in a fast paced environment where you are responsible for spinning many plates
  • Your passion for delivering top-notch service to customers is evident
  • You have previous experience working with online helpdesk software (such as Intercom, Freshdesk, Zendesk etc)
  • You're a whizz at using the full Google Suite (Docs, Sheets, Mail etc)
Working at Atomi
  • Tailored flexibility: Enjoy work-life balance with hours that adapt to your needs, whether for university, family or personal time
  • Generous leave: Experience additional paid leave options as a permanent team member
  • Location independence: Work from Sydney, interstate or wherever you find inspiration
  • Growth and development: Use ongoing opportunities to improve your skills and expand your knowledge
  • Holistic wellbeing: Benefit from a comprehensive employee assistance program subscription and additional wellbeing leave, supporting your best self
  • Parental support: Enjoy 14 weeks of paid leave for new parents, with additional leave specifically for birthing parents
  • Work with the best: We know you want to work alongside the best, so we work hard to hire only the best
  • Regular social in-person and remote events: Including team sports competitions, trivia nights and themed annual events
  • Atomi access: Enjoy free Atomi services for you and your family
  • Onsite teams: Our Sydney office is ideally located in a central setting with cafes, shops and public transport nearby
How to apply
Ironically for an education company, we're not huge sticklers for qualifications. We're more interested in how your skills and experience can contribute to our team. Make sure to include links to any relevant projects, like your portfolio, writing, GitHub, etc. - whatever helps us understand what you're good at, what you're passionate about, and why you'd be a great fit at Atomi.
We also know great people come from all kinds of backgrounds, so even if you don't meet all the requirements we've listed, you should still apply.
Please note: You'll need Australian working rights for this role. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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