Student Support Representative
$55,000–$75,000 year
HybridMelbourne, Victoria, Australia or Glen Waverley, Victoria, Australia
Melbourne, Victoria, Australia or Glen Waverley, Victoria, AustraliaHybridPart Time$55,000–$75,000 yearEntry LevelSmall
Part TimeEntry LevelSmall
Job Summary
Answer live calls, emails, and SMS messages to resolve billing, scheduling, and access questions for families. Triage requests cleanly, set dated callbacks for complex issues, and make outbound calls to close the loop on internal tickets. Log every interaction to the family record, help customers self-serve where appropriate, and escalate with empathy when needed. Work across a 9am to 9pm shift window including weekends, with hybrid availability in Melbourne. Join Contour, reshaping education through tutoring and test preparation for over 10,000 students.
Required Qualifications
- Experience in a customer-facing, service or contact centre role
- genuinely enjoy customer-facing, service or contact centre roles
- Fast, organised and reliable
- 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
- Melbourne-based across our Glen Waverley and CBD campuses
- hybrid working setup
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.