Customer Service Manager

Are you passionate about creating positive experiences for students and their families? Contour Education is seeking a dedicated Customer Service Manager to lead exceptional service across our campuses. Acting as the vital link between the Victorian Campus Manager and Service Team Leaders, you'll oversee daily operations, coach leaders, and ensure the team has the resources to deliver outstanding support. If you're empathetic, reliable, and thrive in a dynamic, people-focused environment, this is your opportunity to make a real impact.

We empower students and their studies by providing an ecosystem of highly effective tutoring, resources and support. We run weekly small-group tutoring sessions, presented by young and experienced tutors that teach in a simple, intuitive and engaging way. We also supplement these sessions with weekly workshops, complimentary 1-on-1 support and a learning portal with a comprehensive suite of resources and practice material to help students master their subjects.

Over 6,000 students and 150+ team members have joined Contour since our founding in the beginning of 2020. Our growth is a testament to our dedication in providing ALL our students and parents with a premium learning experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their personal goals, and achieve success in their school assessments and exams. We've been listed three years in a row as one of the Fastest Growing Startups by the Australian Financial Review, and we're continuing to multiply year over year

It's our vision to reshape education, starting with tutoring.

About the role

You will:

1. Act as the primary liaison between the Victorian Campus Manager and Service Team Leaders, ensuring clear and consistent communication.
2. Align team objectives with broader customer service goals and the organisation's mission.
3. Represent the customer service team in management discussions, providing insights on performance and operational needs.
4. Oversee daily workflows for Service Team Leaders, ensuring tasks are efficiently executed.
5. Implement structured scheduling and task delegation to maintain high service standards.
6. Identify and resolve areas for improvement in the overall service delivery and operational processes.
7. Establish and monitor KPIs to ensure service excellence across all campuses.
8. Analyse customer service trends and feedback, implementing improvements where necessary.
9. Provide regular coaching and performance feedback to Service Team Leaders, fostering leadership development.
10. Develop training programs and professional development initiatives for continuous team growth.
11. Ensure Service Team Leaders have the necessary tools and resources to support their teams effectively.
12. Develop and implement customer service strategies that enhance satisfaction, retention, and overall experience.

If you're detail-oriented, organised, and excited to contribute to Contour's mission, this role is an opportunity for you to make a difference

Requirements

Skill Requirements

• Honesty and Integrity
• High Level of Empathy
• Detail Oriented & Organised
• Energy and Enthusiasm
• Independence & Proactiveness
• Willing to Listen, Learn & Grow

Experience Requirements

• Completed the VCE and Performed Well
• Bachelor's Degree (or higher) in Commerce/Business Management/Marketing/Operations (ideal)
• 3+ Years Experience in Sales, and/or Customer Service/Management/Operations Experience (ideal)

Personal Requirements

• Passionate and Engaged (we want you to be able to vibe with students and peers on campus)
• Long-Term Mindset & Vision (if you're selected, we'd like you to come for the ride for as long as you can)
• Genuine Desire to Help Students & Parents (it's our goal to help students achieve their potential at Contour, and we want their out-of-class experiences such as Customer Service to be as smooth as possible)
• Full Academic Year Commitment (e.g. no overseas exchange trips for 8 weeks :()
• Ability to Commit to Hours (e.g. can't constantly reschedule or miss work)
• Travel to Our Campuses; Glen Waverley, Melbourne CBD, Box Hill, Narre Warren & Point Cook
• Sign an NDA (e.g. can't distribute our resources/company info to others)
• Agree to a non-compete clause (e.g. you can't sell similar services for others, exceptions apply, check with us)
• Past VCE Graduate (we still accept applications from non-VCE graduates in exceptional circumstances)

Benefits:

• Above market rate compensation.
• Significant improvement in public speaking, team, and leadership skills (and you get paid for it).
• Personalised mentorship, training and feedback to improve your customer service and communication skills.
• Creative freedom in a fun start-up environment (no corporate walls, talk directly to the founders or students).
• Satisfying and fulfilling work that ultimately helps students thrive and succeed (it feels good when you help students enjoy their time at Contour, and do well at school).
• Opportunities for career growth and long-term opportunities in a rapidly growing education company.