Student Experience Team Leader

**Description**

The **Student Experience Team Leader**ensures students feel supported, engaged, and confident throughout their time at Contour. By leading the Student Experience team to provide encouragement, track progress, and offer guidance, this role plays a key part in helping students achieve their goals. This is a full-time, newly-create role in our team, helping foster a supportive, positive experience for each student, ensuring they receive the encouragement and resources they need to thrive.

**Who are we**

**Over 8,000 students and 250+ team members have joined Contour Education**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**,** one student at a time.**

**What you'll do**

**1 - Team Leadership & Student Support**
- Lead the Student Experience Coordinators in providing proactive, personalised support to students, helping them stay motivated and engaged in their learning.
- Regularly check in with team members, offering guidance and feedback on student engagement techniques and progress tracking.
- Identify areas for team development and arrange training sessions that strengthen the team’s ability to encourage and guide students effectively.

**2 - Student Progress & Engagement**
- Oversee the tracking of student progress, making sure updates are accurate and readily available to students, parents, and tutors.
- Ensure regular check-ins with students to discuss their goals, address challenges, and celebrate successes.
- Take ownership of escalated concerns or issues, working with students and families to find solutions that keep them engaged and supported.
- Ensure students and parents are fully aware of all offerings at Contour, enabling them to gain access to our unique range of services, tools and resources.

**3 - Process Improvement & Student Experience**
- Continuously review and improve the team’s processes for tracking and reporting on student progress, focusing on making the experience simple and encouraging for students.
- Collaborate with the Tutoring and Customer Service teams to ensure consistency in student experience and ensure information flows smoothly across departments.
- Collect and review feedback from students and parents, implementing adjustments to enhance the overall student experience.

**Skill Requirements**:
**Honesty**and Integrity
‍ **Passion** for Leaders, Team and Customer Experience
**High Level**of Empathy
**Energy** and Enthusiasm
️ **Excellent** Communication Skills
**Independence**& Proactiveness
**Willing**to Listen, Learn & Lead
**Intelligence** & Creativity

**Academic Requirements**:

- **Completed** the VCE and performed well.

**Leadership Experience** in Customer Service, Education Sector, Retail or Hospitality
**Academic**Awards in Maths/English/Writing

**Personal Requirements**:
**Long-Term**Mindset & Vision _(if you're selected, we'd like you to come for the ride as we grow as a brand)_
**Customer Service Experience**for Eligibility _(e.g. if you haven't done Maths tutoring, it'll be hard)_
**Sign**an NDA _(e.g. can't distribute our resources/company info to others)_
- **Ability to Commit**to full-time hours (38 hours over 5 days, including some weekends)

**Travel** to Glen Waverley. with flexibility to work from home
**Genuine Desire** to connect with Students and Parents _(e.g. your primary motivation is to help students achieve their potential, like us)_

**Benefits**:

- Competitive benefits and pay, _that recognise your pivotal role in Student Experience at Contour_
- A chance to shape careers and culture, _fostering a thriving environment where students and team can excel_
- As we grow, so do your opportunities_ - envision a path that can lead to new roles within a dynamic start-up_
- Personalised mentorship and training_, dedicated to building your leadership experience_
- Work where creativity meets strategy_ - in a non-corporate setting where you can directly influence the company's innovative edge._
- Join an environment where team success is celebrated,_ while simultaneously boosting your public speaking, team work and collaboration skills_

By joining Contour Education, you won't be taking on just any other customer-facing role; instead, you'll be embracing an opportunity to make a lasting difference in a growing company, and in an industry ripe for innovation.