Come shape the future of education with us.
At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.
Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better.
Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, delivering smart school management solutions around the world.
About the Role & Team
As a Knowledge & Communication Specialist, you’ll sit at the intersection of customer support and AI. Your mission is to create a seamless, self-serve experience for customers by ensuring our knowledge base content is clear, accurate, and optimised for both humans and AI.
This role offers the opportunity to design and implement new approaches that reduce support friction, improve resolution rates, and proactively communicate value including helping market the Compass / School Bytes integrated solution to NSW high schools.
You’ll work closely with Support, Onboarding & Training, and Marketing teams and have a direct impact on customer experience and operational efficiency.
What you’ll do:
Content & AI Enablement
- Creating, updating, and structuring content within the Knowledge Management System (KMS) to provide agents with rapid, accurate answers, troubleshooting steps, and policies.
- Create and structure content specifically for AI ingestion to improve automated resolution rates and reduce agent workload.
- Tracking search logs, content usage, and staff feedback to identify knowledge gaps and update outdated content.
- Distributing updates, process changes, and promotional information to staff via intranet, messaging tools, or KMS.
- Monitor ticket trends and resolution outcomes, fine-tuning AI workflows and guidance to minimise avoidable tickets.
- Identify opportunities to align or replicate effective workflows across Compass and School Bytes to improve efficiency and consistency.
Marketing & Proactive Communications
- Develop proactive in-product communications using Intercom tools (including banners, outbound messages, and tooltips).
- Promote support materials, training sessions, and how-to resources to drive awareness and adoption.
- Track engagement with communications and report on performance, identifying opportunities to increase reach and effectiveness.
Cross-functional Collaboration
- Partner closely with Support, Onboarding & Training, and Marketing teams to ensure content reflects product changes and customer needs.
- Act as a key link between customer insights and internal teams, helping translate trends into practical improvements.
Requirements
About You
You’re a detail-driven communicator who enjoys turning complexity into clarity and is excited by the potential of AI in customer support.
- Strong ability to write technical or instructional content.
- An understanding of AI tools in support contexts, or a strong interest in optimising AI- driven solutions.
- Analytical skills to interpret trends, data, and engagement metrics.
- Experience using customer engagement platforms such as Intercom and SharePoint, or the ability to quickly learn similar tools.
- High attention to detail and a commitment to accuracy.
- A proactive, self-directed approach, with confidence suggesting improvements or new ideas.
- Strong collaboration and communication skills.
Benefits
What’s in it for you?
You’ll join a purpose-driven company at an exciting stage of growth, with the opportunity to shape how thousands of schools experience support and communication every day.
What we offer:
- A hybrid working environment.
- Learning and development opportunities, including a dedicated professional development budget.
- 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone, and live chat support.
- A parental leave program for both primary and secondary carers.
- A supportive, inclusive culture where your ideas and voice are genuinely valued.
- The chance to grow alongside a fast-moving, ambitious organisation.
- Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.
Prior to commencing employment, you’ll need:
- A valid Employee Working With Children Check
- A satisfactory National Police Check
- Verification of unrestricted work rights in Australia (e.g. citizenship, passport, or birth certificate)
Ready to make a difference?
If you’re excited about improving customer experience through great content, smart AI, and proactive communication and want to help schools get more value from Compass, we’d love to hear from you.
Apply now and help us create clearer, smarter, and more human support experiences for education communities.
Find out more about Compass on our website www.compass.education
Top Skills
Compass Education Hawthorn West, Victoria, AUS Office
36-38 Burwood Rd, Hawthorn West, Victoria, Australia, 3122
