Knowledge & Enablement Specialist

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

The Knowledge & Enablement Specialist role exists to support the implementation and streamlining of content to customers and to contribute to the development of AI-generated solutions.

The purpose is to create a seamless journey for customers, reducing unnecessary ticket strain for agents, and to proactively market the new Compass/School Bytes integrated solution to schools.

This role is new and provides the opportunity to design and implement new ideas to enhance customer experience and operational efficiency.

What you’ll do:

Content & AI

• Maintain and continually improve the Compass knowledge base in Intercom, ensuring all articles are accurate, clear, and current.
• Create content specifically designed for ingestion by AI to improve automated resolution rates and reduce agent workload.
• Monitor ticket trends and resolution rates, fine-tuning AI workflows and guidance to better serve customers and minimise avoidable tickets.
• Identify opportunities where successful workflows or approaches in either Compass or School Bytes can be aligned or replicated across both systems to improve efficiency and customer experience.
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Marketing & Communications

• Develop proactive marketing campaigns using Intercom tools (including banners, outbound messaging, and tooltips) to promote support materials, training sessions, and how-to resources.
• Track engagement with marketing materials and report on performance, identifying opportunities to increase reach and effectiveness.

Requirements:
Key Skills & Attributes:

• Experience creating clear, user-focused content for customer support environments, such as knowledge base articles or help centre documentation.
• Skills in writing technical or instructional content in plain English.
• Understanding of AI tools in customer support contexts and an interest in optimising AI-driven solutions.
• Analytical skills for reviewing trends, interpreting data, and identifying gaps or opportunities.
• Proficiency in using customer engagement platforms such as Intercom, or the ability to quickly learn similar systems.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently and proactively suggest improvements or new approaches.
• Effective communication and collaboration skills for working across teams.

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.
• A flexible working culture.
• Learning & Development opportunities - we want you to grow and get the most out of your role!
• Parental Leave Program for both primary and secondary carers.
• 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.

We value individuals who are self-motivated, adaptable, and eager to contribute to the success of our company. 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 Require:

• A valid Employee Working With Children Check
• Verification of unrestricted work rights in Australia, e.g., citizenship, passport, or birth certificate
• A successful National Police Check
• A valid Drivers Licence