Customer Service Manager

Lead the voice of Contour. Build a service team families truly trust. Every interaction with a student or parent shapes how Contour is remembered. As our Student Service Manager, you’ll lead the team responsible for those moments, turning questions, concerns, and challenges into experiences of confidence, clarity, and care. This role is about far more than managing inboxes or call queues. You’ll coach, inspire, and empower a team of Student Service Representatives to deliver exceptional service at scale, while continuously lifting the standard of how Contour supports its families beyond the classroom. If you’re a people‑first leader who believes service can be a competitive advantage and that great teams are built through care, clarity, and accountability, this is your opportunity to make a meaningful impact in a fast‑growing, mission‑driven education organisation. This isn’t about managing tickets. It’s about creating moments that students and families remember. 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 Will Do Lead, coach, and develop a team of Student Service Representatives to deliver warm, fast, and precise support across phone, email, and text Own our service communications through inbound calls, callbacks, text and email Set clear service standards and ensure consistent first‑touch resolution wherever possible Oversee daily service operations, ensuring coverage, responsiveness, and consistency Continuously improve systems, workflows, and processes to make service smoother for families and easier for the team Partner with internal teams (billing, student experience, academic teams) to resolve issues and prevent repeat friction Be a role model for the “Contour voice”, empathetic, professional, and student‑first in every interaction What You Will Bring We’re looking for a leader who genuinely cares about people; students, parents, and team members alike. You’ll thrive in this role if you bring: 4+ years experience managing a customer service, support, or operations team Background in customer‑facing roles (education, hospitality, retail, call centre, or similar) Experience working in fast‑paced or high‑growth environmentsExposure to education or student‑focused organisations (ideal, not essential) Comfort using customer service and communication tools (or learning them quickly) A strong people‑leadership mindset, you coach, support, and hold high standards with care Deep empathy and emotional intelligence, especially in high‑pressure or sensitive situations A proactive, solutions‑focused approach, you don’t wait for problems to accelerate Why You Will Love It The opportunity to shape and scale a critical function within a growing organisation 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 Opportunities for career development to build the team and grow it as the organisation scales Competitive salary ($110,000 to $130,000 AUD + super) plus hybrid flexibility, extra leave, EAP access, and lifestyle perks. How to Apply Ready to lead a team that truly makes a difference? Application Process Submit your application Shortlisted candidates will complete a video interview and behavioural assessment The pay range for this role is: 110,000 - 130,000 AUD per year (Remote, AU) #J-18808-Ljbffr