Job Description
Come shape the future of education with us.
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At Compass, we're on a mission to transform the school day for everyone - from staff and students to families and administrators. We build smart, seamless technology that empowers schools to focus on what really matters: learning, growing and thriving.
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Thousands of schools rely on Compass every day to run their operations. When they need help, our Contact Centre is the front line and the experience we deliver matters.
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We're looking for Customer Support Officers to join our Contact Centre team and help schools get the most out of the Compass platform.
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About The Role & Team
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Reporting to one of our Contact Centre Team Leaders, the Customer Support Officer provides comprehensive support to schools using Compass across multiple jurisdictions.
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You'll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass.
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This is a role for someone who enjoys helping people, solving problems and working in a fast-paced environment where customer experience is everything.
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What you'll do:
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Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.
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Resolve issues first time where possible, taking the time to understand each customer's needs and following up promptly when further investigation is required.
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Work collaboratively with your team and other departments to deliver the best outcomes for customers.
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Stay curious and keep learning,



building your knowledge of the Compass platform and updates so you can confidently support schools.
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Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities.
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Capture and share customer feedback so it can be used to improve products, services and support processes.
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Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.
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Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.
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Identify risks or recurring issues early and elevate them to your Team Leader
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Requirements
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About You
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You're someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service.
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You also bring:
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2+ years' experience in customer/member service roles within a contact centre or similar support environment.
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Strong communication skills and the ability to build positive relationships with customers.
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Confidence solving problems and investigating issues to find the right solution.
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A proactive approach to learning new systems and product features.
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The ability to manage multiple enquiries and prioritise tasks in a fast-paced environment.
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A team-focused mindset with a strong commitment to customer outcomes
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Flexibility to work a rotational roster between the hours of 7am to 8pm AEST
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Benefits
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What's in it for you?
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You'll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to directly influence the performance of our support function.
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What we offer:
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Learning and development opportunities, including a dedicated PD budget.
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24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
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A parental leave program for both primary and secondary carers.
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A supportive, inclusive culture where your voice is valued and heard.
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The environment to grow alongside a fast-moving, ambitious organisation
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Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive workplace for all employees.
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Prior to commencing employment, you'll need:
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A valid Employee Working With Children Check
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A satisfactory National Police Check
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Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)
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Ready to make a difference?
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If you enjoy solving problems, helping people and working in a supportive, fast-paced team, we'd love to hear from you.
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📌 Customer Support Officer (South Australia)
🏢 Compass Education
📍 South Australia