Customer Service Manager

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 Will Do

• Lead, coach, and develop a team of Student Service Representatives to deliver warm, fast, and precise support across phone, email, and text
• Own our service communications through inbound calls, callbacks, text and email
• Set clear service standards and ensure consistent first-touch resolution wherever possible
• Oversee daily service operations, ensuring coverage, responsiveness, and consistency
• Continuously improve systems, workflows, and processes to make service smoother for families and easier for the team
• Partner with internal teams (billing, student experience, academic teams) to resolve issues and prevent repeat friction
• Be a role model for the “Contour voice”,  empathetic, professional, and student-first in every interaction

What You Will Bring

We’re looking for a leader who genuinely cares about people; students, parents, and team members alike. You’ll thrive in this role if you bring:

• 4+ years experience managing a customer service, support, or operations team
• Background in customer-facing roles (education, hospitality, retail, call centre, or similar)
• Experience working in fast-paced or high-growth environments
• Exposure to education or student-focused organisations (ideal, not essential)
• Comfort using customer service and communication tools (or learning them quickly)
• A strong people-leadership mindset, you coach, support, and hold high standards with care
• Deep empathy and emotional intelligence, especially in high-pressure or sensitive situations
• A proactive, solutions-focused approach, you don’t wait for problems to escalate

Why You Will Love It 

• The opportunity to shape and scale a critical function within a growing organisation
• 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
• Opportunities for career development to build the team and grow it as the organisation scales
• Competitive salary ($110,000 to $130,000 AUD + super) plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.

How to Apply
👉 Ready to lead a team that truly makes a difference?

Application Process
• Submit your application
• Shortlisted candidates will complete a video interview and behavioural assessment