Senior Support & Escalations Specialist (Hybrid)

Contour Education; Melbourne; Hybrid; AUD 75,000 - 90,000; Full time

Benefits offered by this job

Hybrid flexibility

Extra leave

EAP access

Lifestyle perks

Job summary

Contour Education in Melbourne is seeking a front-line support specialist to handle the toughest escalations across phone, email and SMS. You’ll be the go-to person for tricky cases, ensuring families feel heard and issues are resolved quickly and thoroughly.

Based across our Glen Waverley and CBD campuses with a hybrid setup, you’ll triage requests, log interactions, and coordinate with other teams to close cases.

Qualifications

• Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases.
• Fast, organised and reliable, with pride in nothing being dropped.
• Warm, clear and confident phone manner, even when the caller isn't.
• Strong written communication across email and messaging.
• Composure under pressure, and the judgement to know what to escape versus resolve yourself.
• 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, with a hybrid working setup.

Responsibilities

• Handle the escalations: Take the calls other reps can't resolve, including the second and third contact from a frustrated family, and close them out yourself.
• Answer and resolve: Cover live calls, email and messages, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through.
• Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
• Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them.
• Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

Skills

Customer-facing experience

Escalations handling

Strong written communication

Phone etiquette

HubSpot

AI tools

Shift flexibility

Hybrid Melbourne presence

Tools

HubSpot

AI tools

Job description

The steady hand the front line calls on.

You're still Contour's front door for families needing a fast, warm answer, but you're also the person the team turns to when a call gets hard. You handle the trickiest escalations yourself, and spot the process gaps before they become a pattern of dropped requests.

Working across phone, email and SMS, you keep every family feeling heard. Most of what lands on your desk isn't about tutoring, it's everything around it: the scheduling clash, the billing dispute, the family who's already called twice and is done repeating themselves. You're the one who makes sure it doesn't happen a third time.

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'll Do

You'll carry the hardest cases yourself and raise the standard of the support experience.

• Handle the escalations: Take the calls other reps can't resolve, including the second and third contact from a frustrated family, and close them out yourself.
• Answer and resolve: Cover live calls, email and messages, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through.
• Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
• Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them.
• Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

What You'll Bring

• Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases.
• Fast, organised and reliable, with pride in nothing being dropped.
• Warm, clear and confident phone manner, even when the caller isn't.
• Strong written communication across email and messaging.
• Composure under pressure, and the judgement to know what to escalate versus resolve yourself.
• 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, since that's when families are most reachable.
• Melbourne-based across our Glen Waverley and CBD campuses , with a hybrid working setup.

Why You'll Love It

• Own the hard cases and see your fixes actually change how the team runs.
• Build real, lasting relationships with the families you support, not one-off transactions.
• Directly shape retention and student outcomes at a fast-growing company.
• Clear path for career development as Contour scales.
• Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.

How To Apply

Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions.

Application Process

• Submit your written application (CV and cover letter).
• Shortlisted candidates will complete a behavioural and video interview assessment.
• Final in-person interview.

The pay range for this role is:

75,000 - 90,000 AUD per year (Melbourne CBD)