DESCRIPTION

We have a fantastic opportunity for a driven and committed individual to join our passionate team. Be the leader who develops and nurtures relationships with our students and parents, and helps them derive maximum benefit and satisfaction from our offerings at Contour Education!

SKILL REQUIREMENTS

Honesty and Integrity
Excellent Customer Service Skills
High Level of Empathy
️ Exceptional Communication Skills
Detail-Oriented & Organised
Energy and Enthusiasm
Independence & Proactiveness
Ability to Build and Maintain Relationships
Willing to Listen, Learn & Lead

EXPERIENCE REQUIREMENTS

Completed the VCE and Performed Well
Prior Sales, Reception, Customer Service/Management/Operations or Customer Success Experience
NOTE: These are not hard-fast requirements; however, they are favourable to your application.

PERSONAL REQUIREMENTS

• ️ Passionate and Engaged (we want you to be able to vibe with both students and parents!)
  Long-Term Mindset & Vision (if you’re selected, we’d like you to come for the ride for as long as you can!)
  Genuine Desire to Help Students & Parents (it’s our goal to help students achieve their potential!)

️ Full Academic Year Commitment (e.g. no overseas exchange trips for 8 weeks :()

• Ability to Commit to Hours (e.g. can’t constantly reschedule or miss work)

Travel to Glen Waverley
Sign an NDA (e.g. can’t distribute our resources/company info to others)
❌ Agree to a non-compete clause (e.g. you can’t work with similar organisations, exceptions apply, check with us!)
Past VCE Graduate (we still accept applications from non-VCE graduates, just it helps!)

THE ROLE

In this role, you will be responsible for nurturing deep and personal relationships with our current students and parents, with the overall goal of helping them make the most of our services. This will include regularly being in touch with them throughout the academic year, keeping parents in the loop with their child’s progress, bridging the gap between parents and the Contour brand and helping students stay in touch outside of class.
Your mission is to be a trusted resource, building lasting relationships and ensuring students and their families feel supported. This role is ideal for someone eager to grow within a startup, with potential for advancement. It requires consistent in-person part-time hours and a long-term commitment to Contour’s vision of reshaping education. You’ll work alongside our sales & customer service team, our billing team, and our tutoring teams to help our students and parents develop a lasting relationship with Contour.

KEY RESPONSIBILITIES

As a Student Experience Coordinator you’ll be responsible for ensuring all student needs are met, parents are kept in the loop, and students and parents are making the most out of the services we offer at Contour. You’ll work on a range of duties which include but aren’t limited to:

• Serve as a primary point of contact for students and parents, providing timely support and resolving queries and issues with efficiency and empathy;
• Build and maintain strong relationships with students and parents, ensuring their educational goals are met with personalised support;
• Regularly touch-base with students and parents (at least once an academic term) to catch up with them, collect feedback, determine their plans to continue at Contour, assess interest in additional subjects, and offer additional support;
• Provide day-to-day support to enhance student success, including pointing students to the right staff for any concerns, helping them connect with the right teams for any issues, providing them direct support, or informing them about additional Contour services;
• Liaise with sales, billing, and management teams to clarify enrolment, invoicing, and related admin queries;
• Liaise with tutoring teams and head tutors to address issues or improvements related to classes, tutors, reschedules, content alignment, and similar class-related concerns;
• Escalate critical issues appropriately and follow through on resolutions to ensure student and parent satisfaction;
• Regularly communicate via various channels, including phone calls, emails, texts, video calls, and both reactive (them contacting you) and proactive (reaching out to them) communication;
• Proactively gather and analyse feedback from students and parents to drive continuous improvement in our service delivery;
• Provide detailed customer success reports and analysis to the management team, offering insights and recommendations for continuous improvement to our services, offerings, and processes.