Student Support Representative

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 10,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 300+ 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’ll Do You'll be the calm, capable voice families rely on when they call, message or email Contour. Answer and resolve: Take live calls as your primary channel, cover email and messages too, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through. Outbound and internal requests: Make outbound calls when a team member raises a ticket that needs one, and close the loop back to them once it's done. Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure. Care under pressure: Handle families when they need you most with composure and empathy, know when to escalate, and never leave a family repeating their story. Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them. What You’ll Bring Experience in a customer-facing, service or contact centre role, and you genuinely enjoy it. Fast, organised and reliable, with pride in nothing being dropped. Warm, clear and confident phone manner. Strong written communication across email and messaging. Handles tricky conversations with composure, empathy and a steady, reassuring tone. 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. Why You'll Love It 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. How To Apply Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions. Application Process Submit your written application (CV and cover letter). Shortlisted candidates will complete a behavioural and video interview assessment. Final in-person interview. Contour's front door, for families who need a fast, warm answer. You're the first voice a family hears when something needs sorting, from access and billing questions to scheduling and the trickier calls that need a steady hand. You answer live, resolve what you can on the spot, and never let a request drop between you and the next team. This is a fast-paced, people-first role for someone who thrives in a busy queue and genuinely likes helping people. Working across phone, email and SMS, you'll keep every family feeling heard and looked after, throughout their entire Contour journey. Most of what lands on your desk isn't about tutoring, it's everything around it: the scheduling clash, the billing question, the family who just needs someone to actually listen. Doing that well, quickly and without dropping the ball, is what keeps small friction from ever becoming a reason a family walks away.