Senior Customer Support Representative

The steady hand the front line calls on.

You're still Contour's front door for families needing a fast, warm answer, but you're also the person the team turns to when a call gets hard. You handle the trickiest escalations yourself, and spot the process gaps before they become a pattern of dropped requests.

Working across phone, email and SMS, you keep every family feeling heard. Most of what lands on your desk isn't about tutoring, it's everything around it: the scheduling clash, the billing dispute, the family who's already called twice and is done repeating themselves. You're the one who makes sure it doesn't happen a third time.

At Contour, we’re reshaping education, one student at a time. 

Born from the frustration of students who knew the system could be better, we set out to build what we once wished existed: tutoring that actually works. Not generic classes. Not recycled notes. Not overpriced, overcrowded rooms with an out-of-touch teacher who couldn’t relate. But a complete ecosystem of tutoring, resources, and support, meticulously designed to help every student reach their full potential. 

Since 2020, over 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ team members. We’ve produced hundreds of 99+ ATARs, tutored the World-Record UCAT scorer, and placed more students into medical school than any school in Australia. 

Our growth is a testament to the simple philosophy: Put the student first, always. Everything we design, from our world-class tutor-training programs to our purpose-built campuses, exists to help students master content faster, perform with confidence, and even rekindle the joy of learning. 

Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential:

• Contour Education: Reshaping how students master their high school subjects with small-group tutoring, structured resources, and 1-on-1 support across Maths, Science, and English.
• Contour Medprep: Reshaping medical preparation with a proven, step-by-step pathway through the UCAT, interviews, and admissions, led by a team of 100+ medical students. 
• Contour TestPrep: Reshaping test preparation, starting with the selective entry exam, through rigorous tutoring, mock exams, and data-driven feedback to give students a decisive advantage. 

This is Contour. Built by students, for students.

You'll carry the hardest cases yourself and raise the standard of the support experience.

• Handle the escalations: Take the calls other reps can't resolve, including the second and third contact from a frustrated family, and close them out yourself.
• Answer and resolve: Cover live calls, email and messages, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through.
• Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
• Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them.
• Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

• Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases.
• Fast, organised and reliable, with pride in nothing being dropped.
• Warm, clear and confident phone manner, even when the caller isn't.
• Strong written communication across email and messaging.
• Composure under pressure, and the judgement to know what to escalate versus resolve yourself.
• Comfortable with HubSpot and AI tools.
• Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up.
• Flexibility to work shifts across a 9am to 9pm window, including some evening and weekend availability, since that's when families are most reachable.
• Melbourne-based across our Glen Waverley and CBD campuses, with a hybrid working setup.

• Own the hard cases and see your fixes actually change how the team runs.
• Build real, lasting relationships with the families you support, not one-off transactions.
• Directly shape retention and student outcomes at a fast-growing company.
• Clear path for career development as Contour scales.
• Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.

Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions.

1. Submit your written application (CV and cover letter).
2. Shortlisted candidates will complete a behavioural and video interview assessment.
3. Final in-person interview.