Customer Support Specialist

Atomi is on a mission to unlock human potential by transforming the way students learn and teachers teach. Our platform combines cutting‑edge technology with a creative, human‑first approach, turning complex ideas into simple, engaging experiences for students, educators, and parents everywhere. We’re driven by curiosity, humility, and a relentless focus on quality and innovation. At Atomi, your ideas matter, your creativity counts, and your work directly impacts how hundreds of thousands of learners engage with education around the globe. Come build something remarkable with us. The opportunity As Atomi’s Customer Support Specialist, you’ll be the front‑line face of Atomi for many of our customers, providing solution‑focused support that helps educators and students get the most from our platform. Every query is unique, so your days will be varied and full of opportunities to learn. You’ll manage and respond to customer tickets, troubleshoot technical issues, guide users on product usage, and collaborate with our engineering team on escalations. You’ll also help maintain customer‑facing support articles and contribute ideas to improve our support experience. We’re looking for someone with experience in customer support or customer success, ideally with a basic understanding of SSO and email delivery systems (we use Postmark). You’re comfortable working with technical teams, making judgement calls when things are ambiguous, and thrive in a fast‑paced, collaborative environment. Role At Atomi, we aim to move quickly and keep things transparent. For this role, you can expect the process to look like this: Initial Screen w/ Atomi's People Team Interview Round 1: Culture & Motivations Interview Round 2: Technical & Cross‑Functional Experience What You’ll Do Provide front‑line support for our customers, including teachers, students and school staff, acting as the "face of Atomi" for many of our users Collaborate with Customer Success and Sales teams to contribute to product training courses, collateral and product documentation Provide general admin and user support to the broader Sales and Customer Experience teams Work closely with Leadership, Sales and Customer Success teams to drive continuous awareness, engagement and process improvement Identify Atomi knowledge and feature gaps (internally and externally) and share these with appropriate colleagues and teams Log and report on user issues, trends and feedback and ensure the right people are informed and brought along on the journey What You’ll Bring to Atomi Excellent communication skills and a customer‑centric mindset Proven experience in a front‑line user support role with demonstrable positive impact Ability to collaborate cross‑functionally with Sales, Customer Success and Product teams A natural problem‑solver who leaves no stone unturned until a fantastic outcome is reached A friendly, professional and empathetic manner that customers love dealing with Thrives in a fast‑paced environment, handling multiple priorities simultaneously A passion for delivering top‑notch service to customers Previous experience with online helpdesk software (intercom, freshdesk, zendesk, etc.) Proficiency with the full Google Suite (Docs, Sheets, Mail, etc.) Working at Atomi Tailored flexibility: work‑life balance with hours that adapt to your needs Generous leave: additional paid leave options for permanent members Location independence: work from Sydney, interstate or anywhere you feel inspired Growth and development: ongoing opportunities to improve your skills and knowledge Holistic wellbeing: comprehensive employee assistance program subscription and additional wellbeing leave Parental support: 14 weeks of paid leave for newborn parents, plus additional leave for birthing parents Work with the best: we hire only the best to maintain quality Regular social events: team sports, trivia nights, themed annual events, both in‑person and remote Atomi access: free Atomi services for you and your family Onsite teams: a central Sydney office with cafes, shops and convenient public transport nearby How To Apply We’re more interested in how your skills and experience can contribute to our team than strict qualifications. Make sure to include links to relevant projects, such as your portfolio, writing samples, GitHub, etc. Even if you don’t meet all the listed requirements, we encourage you to apply—we value diverse backgrounds. You will need Australian working rights for this role. #J-18808-Ljbffr