Customer Service Team Leader - Springvale

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

• 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.

You will be expected to work Monday, Tuesday, Wednesday, Thursday and Sunday.

What You Will Bring

🕒 Relevant Experience – Prior customer service leadership experience (education, operations, retail, hospitality etc.)

👥 Team Leadership – Guides, supports, and develops service team.
🗣️ Strong Communication – Clear, empathetic, and professional with families & staff.
📋 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
👉 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