Customer Knowledge & Enablement Specialist

Come shape the future of education with us.

At 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.

That mission has fuelled our growth into a global scale-up, now supporting over 5,000+ schools across three countries, backed by a team of 300+ people. Our all-in-one school management platform is redefining how education communities connect, communicate, and operate.

We’re now looking for a Customer Knowledge & Communications Specialist to play a key role in shaping how customers find answers, engage with our products, and experience Compass with a strong focus on content, AI-driven support, and proactive communications.

About the Role & Team

As a Knowledge & Communications Specialist, you’ll sit at the intersection of customer support, content, 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

• Maintain and continually improve the Compass knowledge base in Intercom, ensuring content is accurate, clear and up to date.
• Create and structure content specifically for AI ingestion to improve automated resolution rates and reduce agent workload.
• 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.

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.

You bring:

• Experience creating user-focused content for customer support environments (e.g. knowledge bases, help centres, documentation).
• 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, 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.

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, with teams spending three days a week in our Melbourne or Sydney office.
• 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