{"id":2149420,"url":"https://alion.io/job/compass-education-customer-support-officer-2","title":"Contact Centre Agent","company":{"id":60418,"name":"Compass Education","domain":"compass.education","url":"https://alion.io/company/compass-education","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hawthorn, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":86000,"period":"year","method":"role_country_seniority_unknown","sample_n":57},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T05:09:31Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-27T15:19:24Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Come shape the future of education with us.\nAt 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.\nThousands 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.\nWe’re looking for Contact Centre Agent to join our Contact Centre team and help schools get the most out of the Compass platform.\nAbout the Role & Team\nReporting to one of our Contact Centre Team Leaders, the Contact Centre Agents provides comprehensive support to schools using Compass across multiple jurisdictions.\nYou’ll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass .\nThis is a role for someone who enjoys helping people, solving problems and working in a fast-paced environment where customer experience is everything.\nWhat you'll do:\nDeliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly. \nResolve issues first time where possible, taking the time to understand each customer’s needs and following up promptly when further investigation is required. \nWork collaboratively with your team and other departments to deliver the best outcomes for customers. \nStay curious and keep learning, building your knowledge of the Compass platform and updates so you can confidently support schools. \nContribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities. \nCapture and share customer feedback so it can be used to improve products, services and support processes. \nMeet service standards and performance targets, including response times, quality scores and customer satisfaction metrics. \nMaintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented. \nIdentify risks or recurring issues early and escalate them appropriately to your Team Leader.\nRequirements\nAbout You\nYou’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service.\nYou also bring:\n2+ years' experience in customer or member service, ideally within a contact centre or customer service environment\nStrong communication skills and a talent for building positive relationships with customers\nConfidence solving problems and investigating issues to find the right solution\nThe ability to manage multiple enquiries and prioritise your workload in a fast-paced environment\nExperience supporting customers across phone, live chat, email and other omni channels\nA proactive approach to learning new systems and product features\nA team-focused mindset and a genuine commitment to great customer outcomes\nFlexibility to work a rotating roster between 7am and 8pm AEST (most shifts fall within business hours)\nBenefits\nWhat’s in it for you?\nYou’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.\nWhat we offer:\n Learning and development opportunities, including a dedicated PD budget. \n 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support. \n A parental leave program for both primary and secondary carers. \n A supportive, inclusive culture where your voice is valued and heard. \n The environment to grow alongside a fast-moving, ambitious organisation.\nHybrid working after 4-5 weeks of trainer-led onboarding\nCompass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.\nPrior to commencing employment, you’ll need:\nA valid Employee Working With Children Check\nA satisfactory National Police Check\nVerification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)\nReady to make a difference?\nIf you enjoy solving problems, helping people and working in a supportive, fast-paced team, we’d love to hear from you.\nApply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning.\nFind out more about Compass on our website - https://www.compass.education/.","description_format":"text","description_chars":4532,"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":["Hybrid work","Parental leave"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms"],"lifecycle":[{"event":"open","at":"2026-10-09T05:09:31Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.856,"p_room":0.9,"age_days":18,"expected_fill_days":35,"reasons":["conf:3","velocity","win:mid"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/compass-education-customer-support-officer-2","json_url":"https://alion.io/job/compass-education-customer-support-officer-2.json","meta":{"generated_at":"2026-10-27T17:25:16Z","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":7036,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"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":60418},"rest":"https://alion.io/mcp/rest/get_company?id=60418"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcompass-education-customer-support-officer-2"},{"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%2Fcompass-education-customer-support-officer-2"},{"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%2Fcompass-education-customer-support-officer-2"},{"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/compass-education-customer-support-officer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcompass-education-customer-support-officer-2"}]}