Job Description
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Who We Are
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Contour was founded in **** by students who saw that the quality of your education was basically a lottery. Teachers stretched thin by the system, learning materials that varied from school to school, and support that stopped the moment you left the classroom.
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We began with 5 students in a room. Today 15,000+ students have trusted Contour as their academic partners, and we've grown to 500+ team members across 10 campuses in Australia. In **** we ranked #8 on the AFR Quick 100 of fastest-growing companies.
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We've produced hundreds of 99+ ATARs, tutored the world-record UCAT scorer, and placed 850+ students into medical and dental schools across Australia.
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Contour is made up of three brands:
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Contour Education
→ academic performance in high school
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Contour MedPrep
→ entry into medical and dental schools
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Contour TestPrep
→ entry into selective and scholarship schools
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Contour is built by students, for students.
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What You'll Do
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You'll carry the hardest cases yourself and raise the standard of the support experience.
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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.




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What You'll Bring
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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.
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Why You'll Love It
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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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Clear path for career development as Contour scales.
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Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.
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How To Apply
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Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions.
Application Process
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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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This is a full-time role (38 hours per week) paying $75,000-$90,000 + super. Your roster is confirmed once you're hired and sits within our campus operating hours.
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📌 Senior Customer Support Representative (Melbourne)
🏢 Contour Education
📍 Melbourne