If you love supporting customers and take pride in their success, we’d love to hear from you.
What excites you most about technology is what it can do for the person on the other side of it. You’re curious about where tech is heading, including how advancements like AI are reshaping what’s possible, and you get a real kick out of seeing modern tools translate into better outcomes for customers. This is a chance to join a growing Australian EdTech team and channel that energy into helping schools get more value out of TrackOne Studio every day.
You’ll also be joining at a pivotal moment. The next generation of TrackOne Studio starts rolling out to schools this Term 4, and you’ll be right at the front line, helping them get the most out of it from day one.
A little bit about us
At The Alpha School System (TASS), we believe every child deserves the chance to dream big and succeed, and that every great future begins with a great education. That’s why we build technology that strengthens school operations, empowers educators, and unites communities.
TASS is a Brisbane-based software company developing and supporting school management and learning analytics systems used by hundreds of independent schools across Australia.
There’s never been a more exciting time to join. We’ve just announced the next generation of TrackOne Studio: a modernised tech stack, sharper UI/UX, and market-leading analytics designed to lead the category in Australia. The first phase (a modern, intuitive Parent Portal) rolls out to schools this Term 4, with Student, Teacher, and Administration Portals to follow, each unlocking richer whole-student insights, early signals for teachers and pastoral staff, and smarter, data-informed interventions. The new platform is now the home of our core engineering effort.
TASS forms part of the Education vertical of the Volaris Group of companies, a subsidiary of Constellation Software Inc. (CSI), an equal opportunity employer with more than 50,000 employees globally and a track record of backing long-term, product-led growth. This gives us a rare mix: global stability with the autonomy to move fast and make meaningful changes locally.
About the role
This is a customer-facing role for someone who wants to make a real difference for the schools that rely on TrackOne Studio. You’ll join the TrackOne Studio team and split your time roughly 50/50 between Customer Care and Professional Services.
On the Customer Care side, you’ll be the first point of contact for schools, triaging tickets, troubleshooting issues, and working through to resolution with empathy, clarity, and pace. On the Professional Services side, you’ll deliver implementations, configuration, training, and consulting that help schools get the most out of the platform.
You’ll start by responding to schools when they reach out, resolving issues quickly and well. Over time, as you build product depth and customer relationships, you’ll move into a more proactive, consultative posture: anticipating what schools need next, leading training sessions, guiding adoption, and helping each school succeed with TrackOne Studio.
This role suits someone with the drive to be in front of customers: listening, asking the right questions, and genuinely understanding what each school is trying to achieve. You’re energised by the relationships you build along the way and genuinely enjoy getting to know the schools you support: the people, their priorities, and the way each one works. To you, customer success is an ongoing partnership with educators trying to do great work for their students, and you take real satisfaction in being part of that.
This isn’t a script-reading helpdesk role. You’ll be trusted to make judgement calls, own your customer conversations, and represent TASS in your own voice. We back our team to think for themselves and do the right thing for the schools they support.
Of course, customers also have problems that need solving. When they do, you’ll want to get to the bottom of them as seamlessly as possible. You don’t need to be a developer, but you do need a real interest in the technical side of things, with enough curiosity to dig into a platform, follow a thread, and work out what’s going on.
Key Responsibilities
• Act as the first point of contact for schools raising support requests, triaging, troubleshooting, and resolving customer tickets within SLA.
• Provide clear, empathetic, and timely updates to school stakeholders throughout the lifecycle of an issue.
• Escalate complex or systemic issues appropriately to the Triage Lead, Development, or Product, and follow through to resolution.
• Capture solutions, FAQs, and knowledge base articles so common questions get easier to answer over time.
• Deliver Professional Services engagements that include implementation, configuration, data import and validation, go-live support, and post-go-live follow-up.
• Support schools through the staged rollout of the next generation of TrackOne Studio, guiding them through the transition to the new Parent, Student, Teacher, and Administration Portals.
• Plan and run training sessions (in-person and remote) for school administrators, teachers, and support staff, tailoring content to each audience.
• Maintain project plans, status reports, client communications, and accurate timesheets across both support and project work.
• Move from reactive support to proactive engagement, identifying opportunities to improve outcomes, expand adoption, and reinforce the value schools get from TrackOne Studio.
• Share customer insights and trends back to Product and Development to inform the roadmap and reduce repeat support load.
Essential Skills and Qualifications
• A genuine passion for customer success. You love supporting customers, take pride in their success, enjoy getting to know each school (its people and priorities), and see customer success as an ongoing partnership rather than a series of tickets.
• The drive to keep your finger on the pulse of the customer experience. You won’t rest on your laurels, and you’ll proactively look for ways to push it forward.
• A real interest in the technical side. You don’t need to be a developer, but you do need the curiosity and instinct to dig into a platform and diagnose problems cleanly.
• A passion for education. You’re motivated by the idea that better tools help schools, teachers, and students do their best work.
• A passion for technology, with curiosity about where the industry is heading (including AI) and enthusiasm for using modern tools to deliver added value to your customers.
• A genuine interest in technology backed by some form of relevant study or certification in Information Technology, or a demonstrated interest in Data Analytics or a related field.
• Around 2–4 years of experience in a technical support, customer success, training, or consulting role, ideally in EdTech or another SaaS environment.
• Working understanding of SQL, with comfort reading and writing simple SELECT statements to investigate data.
• Strong written and verbal communication skills, including the ability to flex tone and technical depth for school leaders, IT staff, and teachers.
• Strong organisational and time-management skills, with the ability to balance support SLAs against project milestones in the same week.
• Self-driven and motivated. You take ownership of outcomes and don’t need to be told twice.
Preferred Skills
• Hands-on experience with dashboards, statistics, or analytics tools (e.g. Power BI, Tableau, or similar).
• A background or strong aptitude in mathematics, statistics, or data analytics.
• Experience delivering technical training, whether in an EdTech context or training others on platforms like Excel, online learning tools, or business software.
• Familiarity with school management, student information, or learning analytics systems.
• Exposure to ticketing, project management, and CRM tools (e.g. Jira, Zendesk, HubSpot, or similar).
• Awareness of project management or customer service frameworks (Agile, ITIL, or similar).
Attributes (what success looks like)
• Customer-first. You’re energised by time spent with customers, not drained by it.
• Driven. You take ownership of outcomes and won’t rest until the customer is in a better place than where you found them.
• Proactive. You keep your finger on the pulse, spot patterns early, and actively push the customer experience forward.
• Technically curious. You enjoy figuring out how things work and have the instinct to diagnose problems cleanly.
• Empathetic communicator. You can de-escalate, explain, and reassure under pressure.
• Collaborative. You work well across Customer Care, Professional Services, Product, and Development.
Benefits of working with TASS
• Join a leading brand in Australian education software with a platform (TrackOne Studio) on an exciting growth trajectory.
• Real career progression: start in Customer Care & Professional Services and grow into a trusted consultant for the schools you work with.
• Serious skill development. You’ll leave this role a stronger analyst, consultant, communicator, and problem-solver than you came in, whether your next step is with TASS or beyond.
• Work alongside a passionate team that genuinely cares about education and customer outcomes.
• Participation in our corporate bonus program.
• Company-funded training and career development.
• Flexible work hours and hybrid options (Brisbane-based, attending the office as needed).
• Regular social events in and out of the office.
• The stability and support of a strong global parent group (Volaris / CSI) while keeping local autonomy and momentum.
How to apply
If this sounds like you, send through your CV and a short note covering:
• A time you turned a frustrated customer into a happy one, including what you did and why it worked.
• Why education and technology matter to you.
• An example of how you’ve used data, dashboards, or analytics to solve a problem or improve a decision.
If you’re excited about helping schools succeed, and ready to grow from frontline support into a true consulting partner for our customers, we’d love to hear from you.