Customer Operations Lead

Join Atomi: Innovate, empower and inspire in the Edtech world.

Our mission is to help unlock the world’s potential by optimising the way we teach and learn. With a unique blend of technology and creativity, we bring learning to life, making complex concepts simple and accessible to students, educators, and parents alike.

We’re a team driven by our core values: a deep-rooted passion for learning, a relentless pursuit of quality at speed, humility in our growth, a commitment to pushing boundaries, empowering others fearlessly and championing the needs of our customers. Our culture is built on these values, ensuring we stay agile, innovative and empathetic to the evolving needs of the education community.

At Atomi, you’ll be encouraged to think creatively, work collaboratively and contribute to a mission where every piece of work is a step towards realising our collective potential in classrooms and beyond.

The opportunity

As our Customer Operations Lead, you’ll be at the heart of how we support and empower our school customers every day.

In this high-impact role you’ll champion the customer experience and drive operational excellence. You’ll lead our Customer Support team with heart and purpose, ensuring every school that interacts with us feels supported, valued, and set up for success.

You’ll also take ownership of the systems and tools that underpin the customer journey like Intercom, HubSpot, and Chargebee, working cross-functionally to streamline processes, automate where it makes sense, and ensure we’re always thinking ahead as we scale.

Reporting to our VP of People & Operations, you’ll be both a strategist and a hands-on operator, someone who thrives in solving complex problems and finding smarter and scalable ways of working.

What you'll do

• Lead and develop our Customer Support Team to deliver high-quality support and continuous improvement.
• Build and optimise support workflows, tooling, and reporting to drive efficiency, customer satisfaction and feedback loops.
• Take ownership of customer journey systems (e.g. Intercom, Hubspot, Chargebee) in partnership with other teams—driving improvements through automation, integration, and continuous optimisation
• Champion the provisioning and onboarding experience for school customers ensuring smooth activation and minimal friction.
• Design scalable onboarding workflows that support seasonal spikes and multiple markets.
• Collaborate closely with Product, Sales & Success, Marketing & Brand, People Experience and Finance to continuously improve customer experience and operations.
• Drive cross-functional operational projects, including business continuity planning and systems optimisation.
• Support company-wide compliance and security efforts, collaborating with multiple teams.

What you'll bring to Atomi

• Proven experience in operations, customer support or business process/project management in a SaaS, EdTech, or fast-growing tech environment.
• A proactive mindset with a passion for championing and continuously improving the customer experience.
• Committed to developing teams that are effective, empowered and genuinely enjoy their work
• Experience delivering scalable systems and process improvements in line with business goals.
• Confidence working hands-on with tools like Intercom, Hubspot, Chargebee, and automation platforms.
• A strategic mindset and strong problem-solving skills, being able to zoom out to see the big picture and zoom in to get the details right.
• Excellent communication and collaboration skills with the ability to work well with both technical and non-technical teams.
• Experience working cross-functionally and bringing structure and scalable solutions to ambiguity.
• A data-informed approach to decision-making and optimisation.
• Experience in compliance, security, or business continuity planning is a bonus.

Working at Atomi

• Tailored flexibility: Enjoy work-life balance with hours that adapt to your needs, whether for university, family or personal time.
• Generous leave: Experience unlimited paid leave options as a permanent team member.
• Location Independence: Work from Sydney, interstate or wherever you find inspiration.
• Growth and development: Use ongoing opportunities to improve your skills and expand your knowledge.
• Holistic wellbeing: Benefit from a comprehensive employee assistance program subscription and additional wellbeing leave, supporting your best self.
• Parental support: Enjoy 14 weeks of paid leave for new parents, with additional leave specifically for birthing parents.
• Work with the best: We know you want to work alongside the best, so we work hard to hire only the best.
• Regular social in-person and remote events: Including team sports competitions, trivia nights and themed annual events.
• Atomi access: Enjoy free Atomi services for you and your family.
• Onsite teams: Our Sydney office is ideally located in a central setting with cafes, shops and public transport nearby.

How to apply

We’d like to understand who you are, your values and your professional journey. Please apply with your resume, a link to your portfolio and any insights you’d like to share.

We embrace diversity. Bringing together a variety of thoughts, backgrounds, and expressions is key to creating outstanding products and teams. We value many different skills and perspectives and how they can enhance Atomi and our culture. So, please apply even if you don’t meet every requirement listed.

Please note: All applicants must hold Australian working rights.