About Storypark Our purpose is to help every child fulfill their unique potential by empowering the educators and organisations who shape their early years.
We are well-established as market leaders in New Zealand and Australia and are trusted by over 12,000 early learning services globally. We're now on a mission to deepen the impact our product makes even further, building the platform early childhood organisations trust to run their services, engage families, and improve outcomes for children.
Storypark has recently acquired leading Australian childcare management platform Xap, bringing together our best-in-class family engagement and learning documentation tools with the operational tools educators need; enrolments, onboarding, funding, and compliance, all working seamlessly together. By giving early learning services more time back from admin, we help them focus on what matters most: nurturing children's learning, strengthening family partnerships, and creating thriving early learning communities.
What you’ll be doing This is an exciting moment to join Storypark, team, and a great opportunity to consolidate, optimise and scale our service operations function.
This is a brand new, high-visibility role, created to bring three merged teams and systems across Australia and New Zealand into one coherent, high-performing service operation. Reporting to and working closely with the COO, you'll own SLA performance, NPS, and resolution rate across the group, and lead delivery on the systems that power our service including HubSpot, telephony, knowledge base, and our AI support platform. And you’ll build an AI-first customer support operation that resolves the routine so our people can own the work that matters, the edge cases, the enterprise relationships, and the customer moments that build loyalty.
You don't need to have run this exact playbook before. We need someone who can lead people well, gets energised by building better systems, and has the technical curiosity to identify a problem, design a solution, and see it through.
We’re open to candidates based in Brisbane, Sydney or Melbourne, working at least two days per week in the office.
Day to day you'll: - Lead and coach a team of frontline customer success specialists across three products
- Keep a close eye on SLAs, CSAT, and the quality of what our AI agent is resolving for customers
- Get into the detail of conversation transcripts, escalation patterns and knowledge base gaps, and fix what's broken
- Standardise processes and reporting across teams that have grown up differently
- Be the senior escalation point when something goes wrong, and lead the response
- Partner closely with onboarding, application support, account management, and product teams
In time you will: - Unify three teams into one service operation with a shared culture and consistent ways of working
- Lead HubSpot consolidation and knowledge base migration to a single source of truth
- Expand our AI agent from FAQ-answering into real transactional resolution, with proper guardrails
- Consolidate phone systems to one scalable, multi-geography solution
- Establish one consistent set of service metrics and reporting across every team
What you’ll bring At Storypark, we value curiosity, collaboration and a growth mindset. You’re someone who builds strong relationships, seeks feedback, challenges assumptions and enjoys innovating and testing new ideas to find what works. You look for smarter, faster ways to scale impact through AI, automation and experimentation, without losing quality or authenticity.
You're technical enough to get hands-on; you can spot a broken process or a system gap and build the fix. You're curious, unafraid to ask hard questions of leadership, and you make decisions with a simple filter: good for the customer, good for the company, good for the team.
You don’t need to have done this exact role before, but you’ll bring the experience and mindset to succeed, including:
- Experience leading a call centre, customer support, account management or similar team, ideally in SaaS or technology
- Experience building or deploying systems and comfort with CRM, telephony, or knowledge base systems
- A track record of improving customer satisfaction or service metrics through practical, structured change
- The ability to get into the detail of a process, workflow or system and design a better way of doing it
- An interest in AI and automation as tools for scaling service, not replacing it
- Experience with HubSpot, AI chatbot deployment, or telephony implementation would be an advantage
Why Join Storypark? We strive to create a respectful, caring, safe, and inclusive culture and welcome people from diverse backgrounds to join us. This is an exciting opportunity to be part of a purpose-driven company that is making a real difference in the lives of children and their communities.
In joining our team you’ll also enjoy:
- Being part of a high-growth company where your work truly matters.
- A supportive, collaborative team environment
- Hybrid and flexible working arrangements
- Birthday leave. Enjoy a paid day off for your birthday.
- Access to an Employee Assistance Programme (EAP)
- Opportunities for career growth and professional development
- The chance to make a real impact by helping educators, families and communities thrive through our platform.
What next? If you’re really excited by this opportunity, then click the apply button today as we will be screening candidates as applications are received. We’ve partnered with Kin for this fantastic opportunity so reach out to
[email protected] with any questions you may have.
Applications close 24 July 2026