Customer Service Manager - Upper Mount Gravatt

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:

• Contour Education → academic performance in high school
• Contour MedPrep → entry into medical and dental schools
• Contour TestPrep → entry into selective and scholarship schools

Contour is 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 are 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.

What You Will Bring

• Relevant Experience – Prior customer service leadership experience (education, operations, retail, hospitality etc.)
• Team Leadership – Guides, supports, and develops service team.
• On-Campus Commitment – Ready to be present on-site full-time, leading from the floor every day, with availability across weeknights and weekends when classes run.
• Communication – Clear, empathetic, and professional with students, families & team members.
• 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
If you've led a team before and know what it takes to make every customer interaction feel personal, we'd love to hear from you.

Application Process

1. Submit your application
2. Shortlisted candidates will complete a video interview and behavioural assessment
3. Attend an in-person interview