Customer Service Manager - Bentleigh

Job Description

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Who We Are

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At Contour, we’re reshaping education, one student at a time. 

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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.

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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. 

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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. 

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Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential:

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• 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.
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• 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. 
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• 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. 
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This is Contour. Built by students, for students.

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What You Will Do

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Leadership

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• Campus Ownership - Full accountability for the campus being safe, well-organised, and elite-experience-ready every day.
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• Team Leadership & Development - Lead, coach, and develop the Service Team into high-performing operators.
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• Campus Representation - Champion the campus within Contour, escalating issues and upholding brand standards.
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• Crisis & Issue Management - Lead confidently through disruption, resolving issues quickly while protecting the student experience.
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Operations

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• Operational Excellence - Oversee core campus processes (opening/closing, class readiness, reschedules, attendance, inventory, phone/email/text service) with disciplined, flawless execution.
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• Tutor Enablement - Build trusted tutor relationships, keeping classrooms, resources, and tech fully prepared.
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Experience

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• Experience Stewardship - Safeguard the full student and parent journey, from first trial to the hundredth class, ensuring every touchpoint is seamless and delightful.
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• Walk-In & Student Support Oversight - Ensure clear, empathetic, accurate support for walk-ins and students/parents, building trust and confidence.
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• Trial Experience & Conversion - Own the trial experience end-to-end, from trial pack prep to delivery, maximising conversion.
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Improvement

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• Workflow & Process Improvement - Identify gaps and embed solutions that lift campus efficiency and student experience.
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• Standards & Quality Assurance - Audit operations, experience touchpoints, and team performance for uncompromising adherence to Contour standards.
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What You Will Bring

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• Relevant Experience – Prior customer service leadership experience (education, operations, retail, hospitality etc.)
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• Team Leadership – Guides, supports, and develops service team.
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• 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.
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• Communication – Clear, empathetic, and professional with students, families & team members.
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• Operational Discipline – Keeps systems, processes, and standards on track.
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• Problem Solving – Handles issues calmly and decisively.
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• Continuous Improvement – Always finding ways to work smarter and deliver better.
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• Energy & Presence – Brings positivity and sets the tone on campus.
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• Accountability – Owns outcomes and drives campus excellence.
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• Long-Term Mindset – Willing to grow with the team and brand.
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• Student & Customer Focus – Genuinely motivated to create positive experiences for students, parents, and staff.
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Why You Will Love It

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• The opportunity to own your campus and deliver the Contour standards of excellence
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• Autonomy and trust,  your ideas and improvements will be heard and implemented
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• Close collaboration with senior leaders in a non-corporate, high-impact environment
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• Deeply meaningful work, supporting students and families through important moments
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• Opportunity for career development to progress as the organisation grows
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• Competitive salary of $75,000 AUD + super, plus extra leave, EAP access, and lifestyle perks
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How to Apply
\n If you've led a team before and know what it takes to make every customer interaction feel personal, we'd love to hear from you.

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Application Process

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1. Submit your application
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2. Shortlisted candidates will complete a video interview and behavioural assessment
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3. Attend an in person interview
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