Support Manager

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Come shape the future of education with us.

At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We're a global provider of School Management Information Systems (MIS) and already support over 3,000 schools across Australia, Ireland and the UK.

We're on an exciting journey of growth and are looking for passionate people to join us for the ride.

We want thinkers and problem solvers, who celebrate diversity and thrive in a collaborative team environment to join us and help us transform the lives of teachers, students, and parents all over the world. You'll work as part of a fun, hardworking team who takes ownership of their work and loves to celebrate successfully delivering wins for our customers and for Compass.

About the Role & Team

As our Support Manager, you will oversee a team of Client Support Officers dedicated to providing outstanding support services to our schools. Our Support team works closely with our schools by supporting them through multiple channels (phone calls, live chat and emails) and ensuring the maintenance of a thorough knowledge base.

Responsibilities & Duties

Leadership & Management

• Inspire, coach and manage our Support team to ensure effective goal delivery, a positive work culture, and high engagement levels to foster a culture of outstanding customer service for our schools.
• Ensure support tickets are handled promptly and monitor performance against agreed SLAs.
• Track and analyse customer Net Promoter Score (NPS).
• Maintain adequate support coverage during business hours and oversee the support team's scheduling.
• Work closely with the Onboarding and Customer Success Manager to ensure a smooth transition for schools into live support services.
• Identify and implement team-wide improvements that align with business goals, such as expanding team capacity, reducing costs, and improving response times.
• Ensure SLA management by monitoring response and resolution times, identifying bottlenecks, and implementing process improvements to meet service level agreements.
• Establish quality control processes within the team, ensuring all customer interactions meet high service standards and drive continuous improvement.

Support

• Maintain thorough and up-to-date knowledge of the Compass platform.
• Act as the escalation point for technical issues within the support team, responding to school inquiries as needed.
• Provide product knowledge to schools to enhance their ability in using the Compass platform effectively.
• Stay up to date with news from the Department for Education to ensure accurate advice is provided.
• Escalate customer issues to the relevant team while keeping them informed of progress.
• Identify training needs and work with the Training Team to ensure schools can fully utilise the platform.
• Ensure the development and maintenance of Compass Knowledge Base articles.

Requirements

About You

We are looking for people who have a passion for creativity and problem-solving. Our clients are constantly giving us new challenges to work through and resolve so excellent customer service skills are a must. We're also looking for people who celebrate diversity and thrive in a collaborative environment.

Key Skills & Attributes:

• Proven experience in managing high-output teams that consistently meet and exceed service level agreements (SLAs) while maintaining exceptional quality standards (Experience within a SaaS environment or Education Sector is highly desirable).
• 1+ years of being a purpose-led leader with the ability to coach and inspire other team members.
• A true passion for putting the customer first.
• The ability to build strong relationships and establish rapport across a diverse range of stakeholders.
• Driven to exceed customer expectations in order to provide an exceptional support experience.
• Strong organisational skills, with excellent problem solving skills, and a high attention to detail.
• Strong written and verbal communication and interpersonal skills.
• Capable of working both independently and collaboratively within a team environment.

Benefits

What's in it for you?

• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• Learning & Development opportunities - we want you to grow and get the most out of your role!
• 25 days Annual Leave + all statutory Public & Bank Holidays.
• Pension - 9.5% employer contribution.
• 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support.

It is a really exciting time to join Compass. We are growing and need people who want to grow with us.

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, we will require:

• Verification of unrestricted work rights in UK (eg citizenship, passport, or birth certificate).