Job Description

Behind every great student outcome is a moment when a family reached out and someone made them feel heard.

Contour has scaled from zero to a national education group in under six years, fully bootstrapped, with no outside capital. Eight-figure revenue. Over 10,000 students. Hundreds of 99+ ATARs. The world-record UCAT scorer. The ingredients are remarkable.

But academic outcomes do not make families feel cared for. People do.

We are looking for Student Experience Representatives to be the human voice of Contour. The first call answered. The first email replied to. The proactive check-in that catches a problem before it becomes a complaint. The retention call that turns a “we’re leaving” into “we’ll stay one more term.”

This is not a script-and-handoff job. It is the role that protects every family relationship Contour has built, and shapes the experience of every family we will earn next.

You won’t be running a queue. You’ll be running a relationship.

Who We Are

At Contour, we’re reshaping education, one student at a time.

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

Reporting to the Student Experience Manager and working as part of a tight Student Experience team, you will be the first line of contact for our students and families across phone, email, and digital channels.

Frontline support and inbound management

• Own the 1800 line. Pick up. Listen. Solve. You are the first voice families hear when they call Contour, and you make every interaction count.
• Run the digital inboxes. Handle Missive and Podium enquiries with speed and care. Every digital inbox cleared by the end of every shift, every reply within 24 hours.
• Bring the Contour voice. Warm, professional, and clear. Whether the family has a billing question or a complaint, they should hang up feeling better than when they called.

Proactive outreach and the Four R’s

• Run the Four R’s. Apply Retention, Review, Retrial, and Referral across check-in calls and Alumni outreach. Every conversation is an opportunity to deepen the relationship and grow the lifecycle.
• Save the leavers. When a family wants to un-enrol, your call is the last chance to understand the why and find a path back. A 50%+ save rate is the standard.
• Volume and quality together. Around 10 call attempts per hour during dedicated blocks, without losing the warmth that makes the call worth answering. Pace and quality together, not one at the cost of the other.

Relationship building and advocacy

• Build genuine relationships. Families remember the people who knew them. You will know the families on your roster, and they will know you.
• Connect families to the right support. Academic resources, billing clarity, complaint resolution. Whatever the issue, you make sure the family’s path forward is clear.
• Maintain a CSAT review average of 4.6 or above. Quality is not the trade-off for volume, it is the proof of it.

Feedback loops and continuous improvement

• Spot the pattern. When you hear the same complaint three times, you raise it. The Student Experience function depends on the people closest to the families surfacing what needs to change.
• Contribute to the team. Share what you are seeing in calls and inboxes, and help shape the playbooks, scripts, and processes the team uses.
• Liaise across the group. Sales, billing, academic staff, campus leaders. You are the connective tissue that makes sure the family experience holds together across every internal handover.

We currently have two full-time permanent opportunities (38 hours per week) based at our Melbourne CBD or Glen Waverley campus, with structured operating hours across weekdays and weekends. These hybrid roles offer flexibility, with a combination of on-campus and WFH work.

What You Will Bring

You are someone who genuinely enjoys talking to people, solving problems, and making someone’s day a little better. More specifically:

• You’ve worked in customer-facing roles. Contact centre, hospitality, retail, education, or anywhere you have owned the experience of a customer end-to-end. You know what good service feels like, and you know how to deliver it.
• You can write and you can speak. Clear, warm, and professional in both. You can switch tone for a stressed parent and a curious student in the same hour.
• You can manage volume. You are comfortable in a high-tempo environment and you do not drop quality when the queue is long.
• You think on your feet. Problems land in your lap unannounced and you do not need a script for every situation.
• You’re empathetic but commercial. You care deeply about the family in front of you, and you also know that the relationship is part of how Contour grows.
• You’re tech-literate. CRM, phone systems, and digital inboxes are second nature, or you will pick them up fast.
• You take ownership. You take ownership of the enquiry from the moment it arrives until it is fully resolved, and you do not wait to be told what good looks like.

Bonus: Experience in education, healthcare, or another services environment. Experience with HubSpot, Missive, Podium, or similar platforms. A second language. Personal experience of the Australian high school system, UCAT or medical admissions journey, or selective entry pathway.

Why You Will Love It

Most customer service roles sit inside companies that talk about caring for customers and don’t actually mean it. This is different. The Student Experience function is not a back-office support team at Contour. It is the front of the brand, and the people in it are treated that way.

• Every family you help is a student who stays in tutoring and gets closer to the ATAR, course, or career they want.
• You will work alongside a Student Experience function that genuinely values the work you do. The voice on the phone is not the bottom of the org chart, it is the front of the brand.
• Career paths into Senior Student Experience Representative roles, team leadership, customer success, sales, and other functions across the group. We promote from within, and we invest in the people who own the experience.
• Hybrid flexibility with a mix of campus-based and remote work, with a sensible cadence.
• $30 per hour + super, EAP, birthday and loyalty leave, and lifestyle allowances.
• Every call you take, every email you answer, every check-in you make is the difference between a family staying or leaving, and that flows downstream to a student getting into the course they dreamed about.
• If you’ve read this far and you’re thinking “I want to be the person on the other end of that phone,” we want to hear from you.

How to Apply

We’re not looking for someone with the perfect CV. We’re looking for someone who genuinely gets excited reading this and wants to be the voice that makes 10,000+ families feel heard.

Application Process

• Submit your application
• Shortlisted candidates will complete a behavioural and video interview assessment
• Suitable candidates will then be invited for an interview
• Final candidates will meet a member of the Experience leadership team.