/n Who We Are/n At Contour, we’re reshaping education, one student at a time. /n 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. /n 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. /n 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. /n Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential: /n /n

- 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.

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- 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. /n
- 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. /n /n This is Contour. Built by students, for students. /n What You'll Do/n You'll carry the hardest cases yourself and raise the standard of the support experience. /n /n
- 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.

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- 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.

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- Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.

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- Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them.

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- Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

/n What You'll Bring/n /n

- Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases.

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- Fast,



organised and reliable, with pride in nothing being dropped.

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- Warm, clear and confident phone manner, even when the caller isn't.

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- Strong written communication across email and messaging.

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- Composure under pressure, and the judgement to know what to escalate versus resolve yourself.

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- Comfortable with HubSpot and AI tools.

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- Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up.

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- Flexibility to work shifts across a 9am to 9pm window, including some evening and weekend availability, since that's when families are most reachable.

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- Melbourne-based across our Glen Waverley and CBD campuses, with a hybrid working setup.

/n Why You'll Love It/n /n

- Own the hard cases and see your fixes actually change how the team runs.

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- Build real, lasting relationships with the families you support, not one-off transactions.

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- Directly shape retention and student outcomes at a fast-growing company.

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- Explicit path for career development as Contour scales.

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- Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.

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

Application

Process/n /n

- Submit your written application (CV and cover letter).

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- Shortlisted candidates will complete a behavioural and video interview assessment.

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- Final in-person interview.

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📌 Senior Customer Support Representative (Melbourne)
🏢 Contour Education
📍 Melbourne