Customer Operations Lead

Summary

Join Atomi, an EdTech company, as their Customer Operations Lead and champion the customer experience while driving operational excellence. Lead the Customer Support team, ensuring every school feels supported. Take ownership of customer journey systems (Intercom, HubSpot, Chargebee), streamlining processes and automating where possible. Collaborate with various teams to improve customer experience and operations. Drive cross-functional projects, including business continuity planning and systems optimization. Support company-wide compliance and security efforts. This role requires a strategic mindset and strong problem-solving skills, excellent communication, and experience in operations, customer support, or project management in a SaaS or EdTech environment.

Requirements

• Proven experience in operations, customer support or business process/project management in a SaaS, EdTech, or fast-growing tech environment
• A proactive mindset with a passion for championing and continuously improving the customer experience
• Committed to developing teams that are effective, empowered and genuinely enjoy their work
• Experience delivering scalable systems and process improvements in line with business goals
• Confidence working hands-on with tools like Intercom, Hubspot, Chargebee, and automation platforms
• A strategic mindset and strong problem-solving skills, being able to zoom out to see the big picture and zoom in to get the details right
• Excellent communication and collaboration skills with the ability to work well with both technical and non-technical teams
• Experience working cross-functionally and bringing structure and scalable solutions to ambiguity
• A data-informed approach to decision-making and optimisation

Responsibilities

• Lead and develop our small Customer Support Team to deliver high-quality support and continuous improvement
• Build and optimise support workflows, tooling, and reporting to drive efficiency, customer satisfaction and feedback loops
• Take ownership of customer journey systems (e.g. Intercom, Hubspot, Chargebee) in partnership with other teams—driving improvements through automation, integration, and continuous optimisation
• Champion the provisioning and onboarding experience for school customers ensuring smooth activation and minimal friction
• Design scalable onboarding workflows that support seasonal spikes and multiple markets
• Collaborate closely with Product, Sales & Success, Marketing & Brand, People Experience and Finance to continuously improve customer experience and operations
• Drive cross-functional operational projects, including business continuity planning and systems optimisation
• Support company-wide compliance and security efforts, collaborating with multiple teams

Preferred Qualifications

Experience in compliance, security, or business continuity planning is a bonus

Benefits

• Tailored flexibility : Enjoy work-life balance with hours that adapt to your needs, whether for university, family or personal time
• Generous leave : Experience unlimited paid leave options as a permanent team member
• Location Independence : Work from Sydney, interstate or wherever you find inspiration
• Growth and development : Use ongoing opportunities to improve your skills and expand your knowledge
• Holistic wellbeing : Benefit from a comprehensive employee assistance program subscription and additional wellbeing leave, supporting your best self
• Parental support: Enjoy 14 weeks of paid leave for new parents, with additional leave specifically for birthing parents
• Work with the best: We know you want to work alongside the best, so we work hard to hire only the best
• Regular social in-person and remote events: Including team sports competitions, trivia nights and themed annual events
• Atomi access : Enjoy free Atomi services for you and your family
• Onsite teams : Our Sydney office is ideally located in a central setting with cafes, shops and public transport nearby