{"id":3380560,"url":"https://alion.io/job/3p-learning-customer-support-specialist","title":"Customer Support Specialist","company":{"id":60354,"name":"3P Learning","domain":"3plearning.com","url":"https://alion.io/company/3p-learning","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T04:55:48Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-02T07:18:52Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"An exciting opportunity to join one of the world’s most successful EdTech companies. \nWhat you will love about this role:\nAt 3P Learning, our award-winning products, Mathletics, Reading Eggs, Mathseeds and Writing Legends, reach millions of students and educators across the globe. Behind every school using them is a Customer Support team making sure teachers can get the most from our products.\nAs our Customer Support Specialist, you’ll be the first point of contact for New Zealand schools, delivering quick, friendly and effective resolution of enquiries by phone, email, chat and helpdesk. You’ll also work alongside our APAC Customer Support team, helping with tickets from across the region and contributing to continuous improvement across our global team.\nThis is a full-time, remote role based in New Zealand, with working hours aligned to New Zealand business hours and no requirement to travel or work from an office. Reporting to the Customer Support Team Lead you’ll work closely with the APAC Customer Support team, Technical Support and our Sales teams.\nWhat you will do:\nBe the primary contact for New Zealand schools, responding to enquiries by phone, email, chat and helpdesk with a professional, friendly and solution-focused approach.\nTroubleshoot and resolve customer issues efficiently, using our tools, documentation and product knowledge to deliver accurate resolutions or guidance.\nMonitor and manage the support ticket queue, prioritising cases by urgency and impact to keep backlogs low and meet our service targets.\nAssist the wider APAC Customer Support team by picking up and resolving tickets from across the region.\nBuild and maintain strong knowledge of all 3P Learning products, including new releases and feature changes.\nEscalate complex issues to Technical Support with clear diagnostic details, keeping the customer informed throughout.\nSupport our Sales teams with customer onboarding, rollover, training coordination and change management, and help identify potential leads, to lift adoption and retention in New Zealand schools.\nSpot trends and recurring issues in customer queries and share insights and recommendations with internal teams to improve our products and processes.\nProactively look for ways to improve workflows, tools and support processes, and take part in team meetings, product training and cross-regional collaboration.\nWhat you’ll bring:\nAt least 2 years’ experience in Customer Support or other service-focused roles, with demonstrated success managing customer queries and delivering high-quality service in fast-paced environments.\nStrong verbal and written communication skills, with the ability to build rapport quickly.\nA high level of technical aptitude and confidence navigating digital platforms and helpdesk systems.\nExcellent attention to detail, time management and prioritisation skills, so that response times are met, including an average ticket response time under 8 hours.\nA customer-focused mindset with resilience and a “never give up” attitude.\nA self-motivated, organised and thorough approach to problem solving, with the discipline to work independently in a remote role and the confidence to collaborate across regions and time zones.\nA genuine passion for continuous learning and a commitment to team success.\nThe right to work in New Zealand, and a reliable home internet connection and workspace.\nExperience supporting schools or working in EdTech, and an understanding of the New Zealand education context, are a bonus.\nWhy you’ll love working at 3P Learning:\nAt 3P Learning, you’ll be part of a dynamic ASX-listed company with global reach, but still your ideas will be heard, your contributions visible, and your impact real.\nThis is an opportunity to build your customer support career in a high-growth multinational environment, supporting New Zealand schools while working as part of a collaborative APAC and global team, with exposure to Sales, Technical Support and Product.\nYou’ll also enjoy 3 extra “purpose days” of paid leave each year to dedicate to what matters most to you, whether that’s volunteering, personal projects, or simply recharging. 3P-ers also enjoy complimentary access to all our learning products.\nYou’ll make a meaningful difference to the educational technology industry, helping to deliver world-class products that teachers and students love, in a dedicated, collaborative and supportive environment where everyone shares a common mission.\nReady to apply?\nWe’d love to hear from you. Apply now and tell us more about what you’d bring to the team.","description_format":"text","description_chars":4571,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"New Zealand","iso":"NZ","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","E-learning"],"lifecycle":[{"event":"open","at":"2026-10-28T04:55:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":28,"reasons":["conf:3","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/3p-learning-customer-support-specialist","json_url":"https://alion.io/job/3p-learning-customer-support-specialist.json","meta":{"generated_at":"2026-11-02T07:38:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10849,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":60354},"rest":"https://alion.io/mcp/rest/get_company?id=60354"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2F3p-learning-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2F3p-learning-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2F3p-learning-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/3p-learning-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2F3p-learning-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3380560}},{"tool":"search_jobs","arguments":{"company":"3plearning.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3380560},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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