An exciting opportunity to join one of the world’s most successful EdTech companies.
What you will love about this role:
At 3P Learning, our award-winning products, Mathletics, Reading Eggs, Mathseeds and Writing Legends, reach millions of students and educators across the globe. Behind every school using them is a Customer Support team making sure teachers can get the most from our products.
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.
What you’ll bring:
- 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.
Why you’ll love working at 3P Learning:
At 3P Learning, you’ll be part of a dynamic ASX-listed company with global reach, but still your ideas will be heard, your contributions visible, and your impact real.
This is an 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, with exposure to Sales, Technical Support and Product.
You’ll also enjoy 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. 3P-ers also enjoy complimentary access to all our learning products.
You’ll make a meaningful difference to the educational technology industry, helping to deliver world-class products that teachers and students love, in a dedicated, collaborative and supportive environment where everyone shares a common mission.
Ready to apply?
We’d love to hear from you. Apply now and tell us more about what you’d bring to the team.
Skills Required
- At least 2 years of experience in Customer Support or another service-focused role
- Demonstrated success managing customer queries and delivering high-quality service in fast-paced environments
- Strong verbal and written communication skills
- Ability to build rapport quickly
- High technical aptitude and confidence navigating digital platforms and helpdesk systems
- Excellent attention to detail, time management, and prioritization skills
- Ability to meet response-time targets, including an average ticket response time under 8 hours
- Customer-focused mindset with resilience and a never-give-up attitude
- Self-motivated, organized, and thorough approach to problem solving
- Ability to work independently in a remote role
- Confidence collaborating across regions and time zones
- Commitment to continuous learning and team success
- Right to work in New Zealand
- Reliable home internet connection and workspace
- Experience supporting schools or working in EdTech
- Understanding of the New Zealand education context
What We Do
At 3P Learning, our mission is to create a place where students, families and teachers can love learning. This passion translates to more engaged educators, motivated learners and an overall improvement in student knowledge and achievement. 3P Learning is the global leader in online learning for school-aged students, with our programs covering mathematics (Mathletics), spelling and literacy (Spellodrome), and reading skills (Reading Eggs). All of our e-learning programs are designed by educators and educational technologists and are fully aligned with over a dozen international curricula – just one reason why they are trusted by over 5 million students and 20,000+ schools across the world. In the spirit of “Love Learning”, 3P Learning hosts a variety of online educational events throughout the year, with the flagship event being the annual World Education Games. This annual global celebration of learning covers 96hrs and encompasses World Literacy Day, World Maths Day and World Science Day. Over 5 million students have participated in the World Education Games to date, answering well in excess of 1.5bn questions. Our charity partner, UNICEF, allows us to engage students on a values education level too, for a holistic educational experience during the event.
