Customer Service Officer - Level 2

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 enjoys solving problems, connecting with people, and making a genuine impact every day. If you want to work in a collaborative environment with plenty of opportunities to grow your skills and career, this could be your next step.

In this role, you'll be part of a high-performing support team that's known for delivering best-in-class service to schools across the country. You'll also have exposure to different departments, projects, and tools, giving you a strong foundation for internal career progression.

What you'll be doing:

You'll be part of the Compass AU Support team, based in our Melbourne office, working closely with the Supervisor. As a Level 2 Customer Service Officer, you'll be a go-to expert for schools across various jurisdictions, providing detailed, accurate, and solution-oriented support.

Your understanding of Compass modules and their application across different school types and regions will be key to delivering top-tier assistance and advice.

Specifically, you will:

• Responding to school support requests via phone, email and LiveChat
• Troubleshooting and solving issues across a wide range of Compass modules
• Prioritising high-urgency tickets and time-sensitive queries
• Assisting Level 3 team members with complex enterprise and independent school support
• Conducting training sessions with schools to support module setup and configuration
• Collaborating with our Product and Customer Success teams to escalate and resolve technical issues