Customer Service Manager

Contour Education; Melbourne; Sur place; AUD 77 000 - 95 000; Plein temps

Avantages offerts par ce poste

Flexibility

Extra leave

EAP access

Lifestyle perks

Résumé du poste

Contour Education is seeking a campus leader to own day-to-day operations, lead the Service Team, and safeguard the student and parent journey on-site in Melbourne. You will oversee opening/closing, class readiness, scheduling, attendance, and multi-channel (phone, email, text) service delivery with a focus on excellence.

You will build strong relationships with tutors, continuously improve campus processes, and represent the campus to Contour leadership, ensuring a positive, high-impact student

Qualifications

• Prior customer service leadership experience (education, operations, retail, hospitality etc.).
• Team leadership and staff development abilities.
• On-campus, full-time presence and availability weeknights/weekends when classes run.
• Clear, empathetic communication with students, families and staff.
• Operational discipline to maintain systems and standards.
• Problem solving and decision-making under pressure.
• Continuous improvement mindset to work smarter.
• Energetic presence and positive leadership.

Responsabilités

• Campus Ownership: take accountability for campus’s success and safety.
• Team Leadership & Development: coach and develop the campus Service Team.
• Experience Stewardship: ensure seamless student and parent journey.
• Operational Excellence: manage opening/closing, class readiness, attendance, inventory and multi-channel service operations.
• Walk-In & Student Support Oversight: provide clear, empathetic support to walk-ins and students/parents.
• Trial Experience & Conversion: oversee trial experience and bookings to maximise conversion.
• Tutor Enablement: support tutors with environment, resources and tech.
• Workflow & Process Improvement: identify gaps and embed improvements.
• Standards & Quality Assurance: audit operations and touchpoints for quality.
• Campus Representation: advocate for campus insights and brand standards.
• Crisis & Issue Management: lead quick resolution during disruptions.

Connaissances

Customer service leadership

Team leadership

On-campus supervision

Communication

Operational discipline

Problem solving

Continuous improvement

Energy presence

Description du poste

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 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ 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

• Campus Ownership: Take full accountability for the success of the campus, ensuring it is consistently safe, well-organised, and ready to deliver an elite experience every day.
• Team Leadership & Development: Lead, coach, and develop the campus Service Team to become high-performing operators who consistently deliver excellence.
• Experience Stewardship: Safeguard the entire on-campus student and parent journey (from the very first trial, to the hundredth Contour class) ensuring every touchpoint feels seamless, supportive, and delightful.
• Operational Excellence: Oversee all core campus processes (opening/closing, class readiness, reschedules, attendance, inventory, daily service operations across phone, email, and text) and ensure flawless execution through disciplined systems and standards.
• Walk-In & Student Support Oversight: Ensure the team consistently provides clear, empathetic, and accurate support to walk-ins and students/parents before or after class, turning questions and doubts into moments of trust and confidence.
• Trial Experience & Conversion: Oversee the trial experience end-to-end, from preparation and delivery of trial packs to ensuring every trial interaction (including on-the-spot bookings) is exceptional and maximises the likelihood of conversion.
• Tutor Enablement: Build trusted relationships with tutors, ensuring their classroom environment, resources, and tech is always prepared and supported to the highest standard.
• Workflow & Process Improvement: Identify gaps, inefficiencies, and opportunities for improvement, and embed solutions that elevate both campus efficiency and student experience.
• Standards & Quality Assurance: Regularly audit campus operations, student experience touchpoints, and team performance to ensure uncompromising adherence to Contour standards.
• Campus Representation: Act as the campus’s champion within Contour, communicating insights, escalating campus‑specific issues, and upholding brand standards.
• Crisis & Issue Management: Lead confidently in moments of disruption, ensuring quick resolution while protecting the student experience.

What You Will Bring

• Relevant Experience - Prior customer service leadership experience (education, operations, retail, hospitality etc.)
• Team Leadership - Guides, supports, and develops service team.
• On-Campus Commitment - Ready to be present on‑site full‑time, leading from the floor every day, with availability across weeknights and weekends when classes run.
• Communication - Clear, empathetic, and professional with students, families & team members.
• Operational Discipline - Keeps systems, processes, and standards on track.
• Problem Solving - Handles issues calmly and decisively.
• Continuous Improvement - Always finding ways to work smarter and deliver better.
• Energy & Presence - Brings positivity and sets the tone on campus.
• Accountability - Owns outcomes and drives campus excellence.
• Long-Term Mindset - Willing to grow with the team and brand.
• Student & Customer Focus - Genuinely motivated to create positive experiences for students, parents, and staff.

Why You Will Love It

• The opportunity to own your campus and deliver the Contour standards of excellence
• 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
• Opportunity for career development to progress as the organisation grows
• Competitive salary ($85,000 AUD + super) plus flexibility, extra leave, EAP access, and lifestyle perks