This is a remote position.
Customer Support Specialist (AU Shift)
Remote (India) | Full-time | Voice and text support: calls, email and live chat
Also searched as: Senior Customer Support Specialist (AU Process), Support Team Lead, Customer Experience Team Lead, Student Support Lead, Customer Support Automation Specialist, AU Process, International Voice Process (Australia), Customer Support Executive (AU shift)
Could you be the best person on a support team, on the phone and in writing, make everyone around you better, and build the automations that take the repetitive work off their plate?
On a typical day you might clear the night's escalations before the shift settles in, sit with a new agent to rewrite a reply to an upset parent, test an AI agent that drafts first replies to the ten most common questions, and walk the Melbourne team through unresolved cases at handover.
About Contour
We operate across three brands. The India team, which falls under the Global Enablement and Support pillar, is the global capability centre (GCC) Contour is building: it runs delivery, automation, people, and operations for the whole organisation.
The Kind of People Who Thrive Here
Contour started in 2020 as one classroom in a university library. In 2022 three full-time team members ran the business on Monday.com. Today we are [about 600] people across Australia and India, and much of what we run was built by someone who noticed it was missing.
The work matters. More than [10,000] students rely on what we build, from the booklets they study from to the systems their families pay through. The people who do well here care about that and want to know their work made a difference to those students.
They own their work end to end, start things without being asked, and finish what they commit to. They tell the truth early, including when something is off and what they have already tried, and write decisions down so the next person can pick them up. They give direct feedback and ask for it back.
The pace is fast. Small problems are fixed the same week, bigger ones within the six-week cycle, and whoever spots the problem usually gets to lead the fix. We keep refining how we work, and you are expected to improve the processes you own.
We hire on what you have built and run yourself, and growth works the same way. Time with us counts, but scope, title and pay move with what you deliver and how much you raise the bar on what you own.
The GCC is being built now, seat by seat. This one decides how fast and how well a family gets an answer when they write or call Contour.
About This Role
You lead the Support team that students and parents reach when they write to Contour by email or live chat, and soon by phone. You report to the Customer Support Manager. This is a voice and text role: written support today, and calls as the phone line opens in stages, so you need to be as strong on a call as you are in an email.
This is a lead who still works the queue. You take the hardest cases yourself, and you spend the rest of your time making the team faster and better: training, reviewing replies, coaching on the spot, and building the macros, workflows and AI tools that answer the simple questions so people can focus on the hard ones. Payment cases go to the Payments coordinator, refund policy stays with Finance, and academic decisions stay with the Academics team. Everything about how the Support team answers is yours.
Two things separate a strong hire here from a competent one. First, you raise the team, not just your own numbers: a week after you coach someone, their replies read differently. Second, you are tech-forward: when you see the same question fifty times, your first thought is how to automate the answer, not how to type it faster.
Communication is a requirement for this role, not a preference. You will speak with parents and students in Australia every day, and coach agents who do the same. That calls for excellent spoken and written English, a confident and composed manner on the phone, and strong comprehension of Australian and other international accents at natural speed, along with comfort with how Australians talk: first names, casual phrasing, directness, and knowing when to slow down. We are not looking for an Australian accent; we are looking for English an Australian parent understands on the first listen. Your spoken English is assessed through a standard English test and a live call early in the process.
We want a player-coach who leads by example, not someone who only directs. You will be on the queue every day, more in busy weeks, and on the phones from the first day they open. Contour is scaling and hires for the long term: as the phones go live, automation takes on more of the queue and the team grows, the scope of this seat grows with it.
A reply that arrives late, or says something different from the last one, leaves a family unsure whether Contour has their child's back.
Where the Work Lives
— Sarah J.
·
Marketing Manager
★★★★★
Verified
