Customer Service Manager - Upper Mount Gravatt

Job description

Who We Are 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. What You Will Do Campus Ownership: Take full accountability for the success of the campus, ensuring it is consistently safe, well-organised, and ready to deliver an elite experience every day. Team Leadership & Development: Lead, coach, and develop the campus Service Team to become high-performing operators who consistently deliver excellence . Experience Stewardship: Safeguard the entire on-campus student and parent journey (from the very first trial, to the hundredth Contour class) ensuring every touchpoint feels seamless, supportive, and delightful. Operational Excellence: Oversee all core campus processes (opening/closing, class readiness, reschedules, attendance, inventory, daily service operations across phone, email, and text) and ensure flawless execution through disciplined systems and standards. Walk-In & Student Support Oversight: Ensure the team consistently provides clear, empathetic, and accurate support to walk-ins and students/parents before or after class, turning questions and doubts into moments of trust and confidence. Trial Experience & Conversion: Oversee the trial experience end-to-end, from preparation and delivery of trial packs to ensuring every trial interaction (including on-the-spot bookings) is exceptional and maximises the likelihood of conversion. Tutor Enablement: Build trusted relationships with tutors, ensuring their classroom environment, resources, and tech is always prepared and supported to the highest standard. Workflow & Process Improvement: Identify gaps, inefficiencies, and opportunities for improvement, and embed solutions that elevate both campus efficiency and student experience. Standards & Quality Assurance: Regularly audit campus operations, student experience touchpoints, and team performance to ensure uncompromising adherence to Contour standards. Campus Representation: Act as the campus’s champion within Contour, communicating insights, escalating campus-specific issues, and upholding brand standards. Crisis & Issue Management: Lead confidently in moments of disruption, ensuring quick resolution while protecting the student experience. What You Will Bring Relevant Experience – Prior customer service leadership experience (education, operations, retail, hospitality etc.) Team Leadership – Guides, supports, and develops service team. On-Campus Commitment – Ready to be present on-site full-time, leading from the floor every day, with availability across weeknights and weekends when classes run. Communication – Clear, empathetic, and professional with students, families & team members. Operational Discipline – Keeps systems, processes, and standards on track. Problem Solving – Handles issues calmly and decisively. Continuous Improvement – Always finding ways to work smarter and deliver better. Energy & Presence – Brings positivity and sets the tone on campus. Accountability – Owns outcomes and drives campus excellence. Long-Term Mindset – Willing to grow with the team and brand. Student & Customer Focus – Genuinely motivated to create positive experiences for students, parents, and staff. Why You Will Love It The opportunity to own your campus and deliver the Contour standards of excellence Autonomy and trust, your ideas and improvements will be heard and implemented Close collaboration with senior leaders in a non-corporate, high-impact environment Deeply meaningful work, supporting students and families through important moments Opportunity for career development to progress as the organisation grows Competitive salary ($85,000 AUD + super) plus flexibility, extra leave, EAP access, and lifestyle perks How to Apply If you've led a team before and know what it takes to make every customer interaction feel personal, we'd love to hear from you. Application Process Submit your application Shortlisted candidates will complete a video interview and behavioural assessment Attend a in person interview Be the ultimate custodian of the Contour Campus experience ⭐️ We are looking for a superstar full time Campus Leader (Customer Service Manager) for our Upper Mount Gravatt campus . At Contour our Campus Leaders hold full ownership of the assigned campus, ensuring it operates with uncompromising excellence across every dimension of student, parent, and tutor experience. You will lead and develop their campus experience team, safeguard operational discipline, and drive continuous improvement so that their campus is a model of “The Contour Standard.” This role is not only about managing day-to-day campus operations; it is about creating a living, breathing environment where students thrive, parents trust, and tutors excel.