The role

As a Customer Support Officer, you'll often be the first person our customers speak to. You'll help centre teams, educators and families using Storypark and Xap by phone, email and chat. You'll look after a high volume of calls, emails and chats from early learning services using Xap, helping them solve problems and get the most out of the platform.

Success looks like customers who feel heard, issues resolved well or passed to the right place, and useful insights flowing back to the team about what could work better.

You'll join our Customer Support team, reporting to the Customer Support Team Leader. January and February are our busiest months, so we'd love you to start soon and settle in before the rush.

What you'll do

• Answer a high volume of calls, emails and chats, and make outbound calls when a customer needs a follow-up
• Work out what's really going on, research the issue and find a fix that sticks
• Own each request from start to finish, including follow-ups and handovers to our Application Support team
• Use our scripts and product knowledge as a guide, and your judgement when a problem needs something different
• Keep clear, accurate case records in our CRM so anyone can pick up where you left off
• Reply to email cases within 24 hours and help the team meet its service and quality goals
• Notice when a customer would benefit from extra training or another part of Storypark or Xap, and connect them with the right team
• Share what you hear from customers so we can keep improving our products and processes
• Follow WHS policies and model safe work behaviours

About you

• You've worked in early childhood education, as an educator, room leader, centre director or service administrator
• You're warm and calm on the phone, even when the queue is long
• You stay organised and prioritise well when it gets busy
• You enjoy getting to the bottom of a problem
• You're careful with detail, especially when keeping records
• You handle tricky conversations with care and keep relationships intact
• You follow through on what you say you'll do
• You're confident with technology and enjoy learning new systems

You don't need a call centre or tech support background. We'll teach you Storypark and Xap. You bring an understanding of early childhood education that takes years to build.

Our Values

We're a values-led team, and you'll see these show up in how we work and how we treat each other:

Stand Together — We include, respect and generously support each other, it takes a village.

Care Deeply — Children are at the heart of what we do, and we earn trust through craft and care.

Be Curious — We go deep to understand and solve important problems with