First, let’s introduce ourselves

Flexischools is Australia’s #1 school ordering app, helping over 2,300 schools streamline canteen orders, uniform shops, events, and payments. We enable cashless convenience for parents and more efficient operations for schools.

We are a profit-for-purpose business, using technology and customer support to improve school communities.

The role

Support customers, parents and suppliers by providing timely, accurate, and friendly assistance. This role sits within the Customer Service team, reporting to the Customer Service Team Lead, and is primarily responsible for frontline customer support. The role ensures customer issues are resolved efficiently, are supported, and able to successfully use the Flexischools platform, contributing to positive customer experiences and retention.

What you’ll do

Customer Support & Resolution

- Deliver exceptional customer support across phone, email, live chat, and other channels.
- Investigate, resolve, and take ownership of customer enquiries, escalating complex issues when required.
- Meet service standards while providing a friendly, professional customer experience.

Customer Engagement & Success

- Support Tier 3 customers through onboarding, product guidance, usage check-ins, and proactive outreach.
- Identify customer needs, recurring issues, and potential churn risks,



escalating opportunities and risks where appropriate.
- Act as a trusted partner, helping customers get the most value from Flexischools.

Product & System Expertise

- Develop robust knowledge of Flexischools products, systems, processes, and knowledge resources.
- Use product expertise to confidently guide customers and provide practical solutions.

Documentation & Administration

- Maintain accurate customer records and interaction notes within CRM systems.
- Support operational activities including CRM maintenance, menu management, knowledge base updates, and testing of new features.

Collaboration & Continuous Improvement

- Partner with teams across Product, Customer Success, Finance, Sales, and Application Support to resolve customer issues and improve outcomes.
- Share customer feedback, identify trends, and contribute ideas that improve processes, products, and the overall customer experience.

Skills & Experience

- Comfortable learning and using new software
- Strong written and verbal communication skills
- Confident working across multiple systems (e.g. MS Office, web-based tools, CRM platforms)
- Excellent attention to detail and time management
- Logical thinker with strong problem-solving skills
- Friendly and professional phone manner
- Ability to work independently and as part of a team

📌 Customer Support Specialist (Sydney)
🏢 Flexischools
📍 Sydney