Job Overview

Our client is looking for a highly organized, proactive, and people-focused Customer Experience Specialist (Circle & GHL) to support students throughout their journey across programs, certifications, live sessions, and the online community.

This is more than a traditional customer support role. You’ll take ownership of the overall student experience, making sure students receive timely support, can easily access what they need, understand what to do next, and feel genuinely looked after.

The ideal candidate is someone who combines excellent communication and customer service skills with strong technical and organizational ability. You’ll be comfortable managing multiple systems, troubleshooting issues, spotting recurring problems, and proactively improving the student experience.

Schedule

• Monday - Friday, Flexible within 8:00 AM - 6:00 PM AWST (40 work hours per week)

Responsibilities

Customer Support

• Manage the customer support inbox and respond to student enquiries in a timely, friendly, and professional manner.
• Troubleshoot student access issues across programs, courses, and the online community.
• Help students locate courses, resources, replays, links, and other relevant information.
• Assist with questions relating to schedules, registrations, certifications, attendance, and course completion.
• Escalate complex technical, billing, or program-specific issues when required.
• Follow up on unresolved enquiries and ensure nothing falls through the cracks.
• Maintain a consistently high standard of written communication.

Student & Program Experience

• Support students from registration and onboarding through to program completion.
• Ensure students receive the right information at the right stage of their journey.
• Monitor common questions, confusion points, and recurring support issues.
• Help simplify the student experience by making programs, resources, and next steps easy to understand.
• Develop a strong understanding of the wider program ecosystem so students can always be directed to the appropriate next step.

Community Management

• Support the day-to-day management of the online student community.
• Manage student access, permissions, tags, and program spaces.
• Publish and/or schedule student announcements and program updates.
• Monitor community questions and ensure students receive appropriate support.
• Help maintain a welcoming, organised, and easy-to-navigate community environment.

Live Programs & Sessions

• Support the operational delivery of live programs, workshops, and certification sessions.
• Ensure students have the correct session information and Zoom links.
• Assist students with access issues before or during live sessions.
• Coordinate replay communications and ensure recordings and resources are easy to locate.
• Assist with attendance requirements related to certifications or program completion.

Requirements

• Hands-on experience with Circle and GoHighLevel (GHL) — Must Have.
• Experience using Intercom, Zoom, Typeform, and Slack.
• Previous experience in customer support, customer experience, student support, or community management.
• Strong written English and customer service skills, with the ability to communicate clearly and professionally.
• Highly organized and detail-oriented, with the ability to manage multiple systems, priorities, and customer enquiries.
• Proactive and independent, with strong problem-solving skills and the ability to prioritize urgent issues.
• Quick to learn new technologies, identify recurring issues, and contribute to process improvements.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.