[Hiring] Customer Support Specialist @3P Learning

Role Description

An exciting opportunity to join one of the world’s most successful EdTech companies.

As our Customer Support Specialist, you’ll be the first point of contact for New Zealand schools, delivering quick, friendly and effective resolution of enquiries by phone, email, chat and helpdesk. You’ll also work alongside our APAC Customer Support team, helping with tickets from across the region and contributing to continuous improvement across our global team.

This is a full-time, remote role based in New Zealand, with working hours aligned to New Zealand business hours and no requirement to travel or work from an office. Reporting to the Customer Support Team Lead you’ll work closely with the APAC Customer Support team, Technical Support and our Sales teams.

What you will do:

• Be the primary contact for New Zealand schools, responding to enquiries by phone, email, chat and helpdesk with a professional, friendly and solution-focused approach.
• Troubleshoot and resolve customer issues efficiently, using our tools, documentation and product knowledge to deliver accurate resolutions or guidance.
• Monitor and manage the support ticket queue, prioritising cases by urgency and impact to keep backlogs low and meet our service targets.
• Assist the wider APAC Customer Support team by picking up and resolving tickets from across the region.
• Build and maintain strong knowledge of all 3P Learning products, including new releases and feature changes.
• Escalate complex issues to Technical Support with clear diagnostic details, keeping the customer informed throughout.
• Support our Sales teams with customer onboarding, rollover, training coordination and change management, and help identify potential leads, to lift adoption and retention in New Zealand schools.
• Spot trends and recurring issues in customer queries and share insights and recommendations with internal teams to improve our products and processes.
• Proactively look for ways to improve workflows, tools and support processes, and take part in team meetings, product training and cross-regional collaboration.

Qualifications

• At least 2 years’ experience in Customer Support or other service-focused roles, with demonstrated success managing customer queries and delivering high-quality service in fast-paced environments.
• Strong verbal and written communication skills, with the ability to build rapport quickly.
• A high level of technical aptitude and confidence navigating digital platforms and helpdesk systems.
• Excellent attention to detail, time management and prioritisation skills, so that response times are met, including an average ticket response time under 8 hours.
• A customer-focused mindset with resilience and a “never give up” attitude.
• A self-motivated, organised and thorough approach to problem solving, with the discipline to work independently in a remote role and the confidence to collaborate across regions and time zones.
• A genuine passion for continuous learning and a commitment to team success.
• The right to work in New Zealand, and a reliable home internet connection and workspace.
• Experience supporting schools or working in EdTech, and an understanding of the New Zealand education context, are a bonus.

Benefits

• 3 extra “purpose days” of paid leave each year to dedicate to what matters most to you, whether that’s volunteering, personal projects, or simply recharging.
• Complimentary access to all our learning products.
• Opportunity to build your customer support career in a high-growth multinational environment, supporting New Zealand schools while working as part of a collaborative APAC and global team.
• Exposure to Sales, Technical Support and Product.
• Make a meaningful difference to the educational technology industry, helping to deliver world-class products that teachers and students love.

Ready to apply?

We’d love to hear from you. Apply now and tell us more about what you’d bring to the team.