Student Support & Success - Customer Service

SMAART Recruitment has partnered with a fast-growing Australian education and tutoring company, seeking dedicated Student Support and Student Success Professionals to join their expanding teams across Melbourne.
  
Launched in 2020, the business has a genuine start-up mentality and is continuing to experience rapid growth. This is an exceptional opportunity for relationship-driven professionals who want to build a rewarding career in the education sector and be part of the next stage of the business journey.
  
About the Roles
  
Depending on your strengths and background, you will sit in one of two vital teams reporting to the VP of Student Success and Support.

Student Support acts as the warm, reliable front door for families. You will handle live inbound/outbound calls, emails, and SMS regarding billing, scheduling, and access, resolving transactional needs on the spot and protecting the relationship under pressure.
  
Student Success own a dedicated portfolio of family relationships from onboarding through to results day. You will run proactive check-ins, guide families through their academic journey, step in early to support students, and drive re-enrolments.

• Full-time, permanent positions
• Salary: $60,000 - $80,000 + super (depending on your experience)
• Location: Hybrid flexibility across modern offices in Melbourne CBD and Glen Waverley (Railway Parade)
• Work-Life Balance: Hybrid working model (2 days WFH, 3 days in-office) post-successful completion of initial training (approx. 4–6 weeks)
• Roster: Fixed operational hours across a 9:00 AM – 9:00 PM window Monday to Friday, and 9:00 AM – 6:00 PM on weekends (working 5 out of 7 days on a fixed roster)
• Culture & Growth: Genuine career development, ongoing coaching, and a supportive team environment within a mission-driven business.
• Perks: Monthly wellbeing allowance, Birthday off, Volunteering leave + more!

Key Responsibilities

• Answer live inbound calls, emails, and texts with a warm, composed, and professional phone manner
• Manage customer accounts, track open items, and log records accurately into CRM systems (HubSpot experience is a bonus)
• Handle challenging conversations and escalations with empathy, composure, and a solution-oriented mindset
• Collaborate closely with internal teams to ensure families never fall through the gaps
• Support student engagement, track outcomes, and deliver an exceptional customer experience at every touchpoint

About You
  
We are looking for at least 1+ years in a customer-facing role (contact centre, customer service, retail, reception, account management, or student services), with proven experience handling primary phone contact for inbound and outbound calls. Given the industry you also must have completed secondary education in Australia or possess equivalent background experience within the Australian education sector.
  
Skills needed:

• A warm, articulate phone manner and exceptional written communication skills
• Strong organisation, multi-tasking capabilities, and comfort working in a fast-paced queue or managing a segmented portfolio
• Resilience, a positive attitude, and real examples of handling difficult conversations with care
• Full Australian working rights (no student or working holiday visas) and a willingness to commit to a rotating roster including weekends

  
If you are passionate about education, customer care, and building genuine relationships, this is for you.
  
For a confidential discussion or further information, please contact Will or Sonja at SMAART Recruitment on 03 8637 4444.