Client Support Representative

26 days'' annual leave, including 1 for your birthdayWork flexibly work from home and the office each weekPermanent full-time position based in SydneyRoleWe are looking for a Client Support Representative who is passionate about delivering outstanding customer service and creating a seamless experience for our clients and subscribers.In this role, you will support Kaplan Professional clients using the Ontrack CPD platform, providing timely assistance, training and support, while contributing to continuous improvement through feedback, testing and collaboration across teams.This is a hands-on, client-facing role suited to someone who enjoys problem-solving, building relationships and working in a fast-paced, supportive environment.ResponsibilitiesProvide high-quality support to clients and subscribers withCPD-related enquiries via phone, email and online chat, within agreed service levels.Deliver Ontrack platform training to clients via phone and Zoom.Proactively identify client needs and recommend solutions to improve the customer experience.Support customer retention by delivering consistent, professional and responsive service.Assist with user acceptance testing (UAT) of the Ontrack platform, identifying bugs and functionality issues.Liaise with IT and internal teams to resolve platform issues and support system improvements.Support client webinars, demonstrations and events, including enrolments, invitations and data accuracy.Contribute positively to a safe, supportive and collaborative workplace, in line with company values, policies and WHS requirements.RequirementsStrong customer service and communication skills, with a genuine focus on helping clients.Proven ability to solve problems and deliver quality outcomes in a client-facing role.Experience working with databases, data management and reporting, with strong attention to detail.Well-developed time management and organisational skills, able to prioritise in a fast-paced environment.Confident delivering training or guidance to clients via phone and online platforms.A collaborative, self-motivated approach with the ability to work well within a team.Experience supporting subscription-based products or services (desirable).Familiarity with professional development environments and/or Salesforce (desirable).Applications close 25th February 2026Kaplan ProfessionalKaplan Professional is Australia''s major provider of financial planning, applied finance, real estate, mortgage broking, insurance & leadership online higher education, vocational education and corporate courses and programs. Our Sydney office, by Wynyard station, comprises around 150 people who work in a range of professional and academic roles. We also have staff in other locations around Australia, both in office environments and working remotely.Background-Check Notice & DeclarationKaplan and many of its major clients operate in highly regulated environments. This requires us to be proactive and diligent in relation to personnel background checks and to undertake thorough vetting of candidates for roles of this nature. To enable Kaplan to assess a candidate''s suitability for this role, each candidate will be required to answer pre-screening questions, and, if you receive a conditional offer of employment, you will be required to undertake the relevant background checks (unless Kaplan determines otherwise). These checks may include one or more of the following: verification of identity, working rights, criminal history, qualifications, and working with children clearance. If you are shortlisted, Kaplan will advise you which checks are required for this role and explain how you will undertake the checks. Kaplan is committed to handling your personal information appropriately. Please see the Privacy Policy at for information about how Kaplan may handle your personal information in connection with this application process.#LI-DF1

Created: 2026-02-14