Senior Customer Support Representative
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Before you apply
SalaryA$75k – A$90k/wk
LocationGlen Waverley, Australia; Melbourne, Australia
Work modehybrid
Typefull-time
SenioritySenior
DepartmentContour Group
Company size501–1,000 people
First seenOct 16, 2026 · 2w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases
Fast, organised and reliable, with pride in nothing being dropped
Warm, clear and confident phone manner, even when the caller isn't
Strong written communication across email and messaging
Composure under pressure, and the judgement to know what to escalate versus resolve yourself
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
Melbourne-based across our Glen Waverley and CBD campuses, with a hybrid working setup
Skills
HubSpot
AI tools
Benefits
Health insurance
Who We Are
Contour was founded in 2020 by students who saw that the quality of your education was basically a lottery. Teachers stretched thin by the system, learning materials that varied from school to school, and support that stopped the moment you left the classroom.
We began with 5 students in a room. Today 15,000+ students have trusted Contour as their academic partners, and we’ve grown to 500+ team members across 10 campuses in Australia. In 2025 we ranked #8 on the AFR Fast 100 of fastest-growing companies.
We’ve produced hundreds of 99+ ATARs, tutored the world-record UCAT scorer, and placed 850+ students into medical and dental schools across Australia.
Contour is made up of three brands:
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Contour Education → academic performance in high school
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Contour MedPrep → entry into medical and dental schools
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Contour TestPrep → entry into selective and scholarship schools
Contour is built by students, for students.
What You’ll Do
You’ll carry the hardest cases yourself and raise the standard of the support experience.
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Handle the escalations: Take the calls other reps can’t resolve, including the second and third contact from a frustrated family, and close them out yourself.
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Answer and resolve: Cover live calls, email and messages, and resolve transactional requests on the spot. Where you can’t, set a dated callback and follow it through.
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Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
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Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them.
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Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.
What You’ll Bring
•
Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases.
•
Fast, organised and reliable, with pride in nothing being dropped.
•
Warm, clear and confident phone manner, even when the caller isn’t.
•
Strong written communication across email and messaging.
•
Composure under pressure, and the judgement to know what to escalate versus resolve yourself.
•
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
•
Own the hard cases and see your fixes actually change how the team runs.
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Build real, lasting relationships with the families you support, not one-off transactions.
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Directly shape retention and student outcomes at a fast-growing company.
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Clear path for career development as Contour scales.
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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
1.
Submit your written application (CV and cover letter).
2.
Shortlisted candidates will complete a behavioural and video interview assessment.
3.
Final in-person interview.
About the role
This is a full-time role (38 hours per week) paying $75,000-$90,000 + super. Your roster is confirmed once you’re hired and sits within our campus operating hours.
About the company
The steady hand the front line calls on.
You’re still Contour’s front door for families needing a fast, warm answer, but you’re also the person the team turns to when a call gets hard. You handle the trickiest escalations yourself, and spot the process gaps before they become a pattern of dropped requests.
Working across phone, email and SMS, you keep every family feeling heard. Most of what lands on your desk isn’t about tutoring, it’s everything around it: the scheduling clash, the billing dispute, the family who’s already called twice and is done repeating themselves. You’re the one who makes sure it doesn’t happen a third time.