Job Description
/n Who We Are/n Contour was founded in 2020 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. /n 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 2025 we ranked #8 on the AFR Rapid 100 of fastest-growing companies. /n We've produced hundreds of 99+ ATARs, tutored the world-record UCAT scorer, and placed 850+ students into medical and dental schools across Australia. /n Contour is made up of three brands: /n /n
- Contour Education → academic performance in high school /n
- Contour MedPrep → entry into medical and dental schools /n
- Contour TestPrep → entry into selective and scholarship schools /n /n Contour is 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. /n
- 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. /n
- Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure. /n
- Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them. /n
- 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. /n
- Fast, organised and reliable, with pride in nothing being dropped. /n
- Warm, clear and confident phone manner, even when the caller isn't. /n
- Strong written communication across email and messaging. /n
- Composure under pressure, and the judgement to know what to escalate versus resolve yourself. /n
- Comfortable with HubSpot and AI tools. /n
- Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up. /n
- Flexibility to work shifts across a 9am to 9pm window, including some evening and weekend availability, since that's when families are most reachable. /n
- 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. /n
- Build real, lasting relationships with the families you support, not one-off transactions. /n
- Directly shape retention and student outcomes at a fast-growing company. /n
- Explicit path for career development as Contour scales. /n
- 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 1. Submit your written application (CV and cover letter). /n 2. Shortlisted candidates will complete a behavioural and video interview assessment. /n 3. Final in-person interview. /n /n 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. /n

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