Student Support Representative

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’ll Do

You'll be the calm, capable voice families rely on when they call, message or email Contour.

• Answer and resolve: Take live calls as your primary channel, cover email and messages too, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through.
• Outbound and internal requests: Make outbound calls when a team member raises a ticket that needs one, and close the loop back to them once it's done.
• Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
• Care under pressure: Handle families when they need you most with composure and empathy, know when to escalate, and never leave a family repeating their story.
• Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

What You’ll Bring

• Experience in a customer-facing, service or contact centre role, and you genuinely enjoy it.
• Fast, organised and reliable, with pride in nothing being dropped.
• Warm, clear and confident phone manner.
• Strong written communication across email and messaging.
• Handles tricky conversations with composure, empathy and a steady, reassuring tone.
• 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

• Build real, lasting relationships with the families you support, not one-off transactions.
• Directly shape retention and student outcomes at a fast-growing company.
• Clear path for career development as Contour scales.
• 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.