About Storypark Storypark creates tools for educators, early childhood education services, and families to collaboratively document, share, discuss, and strengthen the learning and development of children. Our purpose is to help every child fulfil their unique potential by connecting and empowering the community around them.
We are well-established as market leaders in the early childhood online education space in New Zealand and Australia. We’re now on a mission to deepen the impact our product makes even further. Expanding our platform to provide a centralised tool for managing ECEC organisations, all in one place.
The Role
We’re looking for a motivated, driven person who genuinely cares about customers and is always looking for ways to make support better, faster, and more customer-centred.
In this role, you’ll own customer issues end-to-end across chat, email, and phone, act as an escalation point for complex issues, and work closely with Product and Engineering to reduce repeat problems and improve the customer experience at scale. You’ll thrive on improving systems, workflows, and knowledge — not just resolving tickets.
What You’ll Be Doing: As our Senior Customer Support Specialist, you’ll join a dedicated, passionate and supportive team who ensure our customers receive nothing short of amazing service. You’ll be a problem solver, a customer champion have a love and talent for solving technical issues.
- Own customer issues from first contact through to resolution and follow-up
- Act as an escalation point for complex or high-impact issues
- Work closely with Product and Engineering to investigate issues and drive fixes
- Identify patterns and improve support systems, workflows, automation, and documentation
- Use AI tools to work smarter and faster while maintaining quality and empathy
- Create and maintain playbooks, knowledge articles, and troubleshooting guides
- Deliver clear, empathetic, and professional support across all channels
What You’ll Bring - 3–5+ years’ experience in Customer Support within a SaaS or technical environment
- A highly motivated, proactive mindset with a strong drive to improve systems and processes
- Excellent problem-solving skills and comfort handling complex or ambiguous issues
- Strong communication skills and high empathy for customers
- Confidence working cross-functionally with Product and Engineering
- Experience using AI tools to increase efficiency and quality (with strong human judgment)
- Familiarity with tools like Intercom, HubSpot, or similar (nice to have)
Working at Storypark We strive to create a respectful, caring, safe and inclusive culture and are proud to be an equal opportunity employer. We love that we can celebrate different perspectives, this makes us a stronger team. We welcome people from diverse backgrounds to join us.
In joining our team you’ll enjoy: - Be part of a high-growth company where your work truly matters.
- Join a hugely collaborative and supportive team
- Family first environment, working in a hybrid way – 3 days in the office and 2 days at home
- Career development pathways
- Birthday leave. Enjoy a paid day off for your birthday
- Knowing your work is making a difference to children, families and educators across the globe
- Regular compensation reviews - great work is rewarded!
We think you’ll like it here, a place where your own potential will be nurtured as you play an instrumental part in our customer’s experience and our growth in ANZ
What next? We’ve partnered with Kin to fill this exciting role. If you want to play an instrumental part in supporting awesome products that really make a difference, then click apply now or contact
[email protected] for more information. We’ll be reviewing applications as we go, so apply today.
Note: This is a full-time hybrid role based in our Sydney office. We’re open to remote arrangements for candidates located in Brisbane. Applicants must have the legal right to work in Australia.