Program Success Coordinator

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!

We empower students and their studies by providing highly engaging small-group tutoring designed to prepare them for school assessments and final exams. Our sessions are presented by experienced but young tutors who can teach the study design in a simple and intuitive yet engaging way.

Over 3,500 students and 90 staff have joined our tutoring services since our founding in 2020. Our growth is a testament to our dedication to providing ALL our students and parents with a high-quality tutoring experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their goals. We were listed as the 17th Fastest Growing Startup by the Australian Financial Review in 2022 and ranked again for 2023, and we're continuing to multiply year over year!

It's our vision to reshape education, starting with tutoring.

Until now, our sales and customer service team and our billing teams have collectively managed the customer experience (i.e., the student and parent experience) at Contour. However, as our company continues to experience significant growth, the importance of having a dedicated leader to oversee the entire student and parent journey and help ensure their success has become increasingly clear.

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 entire ecosystem of tutoring services, support, resources, and coaching. 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, helping students stay in touch outside of class, and escalating any issues or concerns to the General Manager as necessary.

Your mission will be to ensure students and parents feel supported at all times, throughout the year; you'll be a relationship builder, a vibrant conversationalist, and the go-to person for students and parents when they need anything. 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 that they cherish.

We're passionate about the impact we make on a student's academic journey (and their parents and families at home!), and your role will be crucial in helping is truly deliver this impact and make a lasting difference.

This role best suits someone seeking a unique opportunity and challenge to grow within a start-up environment. Given the critical nature of customer success in our expansion, there's potential for this role to evolve into a more senior position, echoing the growth trajectory of many within our team who have risen to leadership roles and are committed to our vision of reshaping education. (Since this is the first customer success role at Contour, this growth trajectory could include eventually managing and leading an entire team.)

This role will require consistent full-time hours in-person at our office (however, we are also open to considering permanent part-time candidates, provided there is a regular commitment). This role is not for someone wanting to work only for 1-2 years max, as we are looking for someone with the willingness and capacity to commit long-term, grow with Contour, and become a leader in their department.

Working in our collaborative environment with an energetic team is a fantastic opportunity to hone your skills, and learn heaps along the way! At Contour Education, you’ll get an inside look at one of the fastest growing start-ups in education in Australia. Our team is super driven and hard-working, but we’re all easy-going and friendly, and we love our frequent (paid-for 😉) team dinners and meet-ups, where you’ll get to talk and vibe with everyone. Rather than being in an overly formal corporate sales setting, at Contour you can apply the same skills in a start-up environment with a young and energetic team.

Our goal is to reshape education, starting with tutoring. We think there's an opportunity for a brand and organisation to create a significant impact on school-level education in Australia. We believe, through the implementation of technology and business practices, learning can be much more enjoyable and effective for students. As we progress, our small steps start to become big strides, as we make major advances in the resources & support we provide to our students. We strongly believe that if you want to apply your sales/customer service skills in the education space, Contour is the place to be, and this might just be the role for you!

When you join, you'll be thoroughly onboarded with all our systems and processes. We have documentation from how to use our software systems, all the way to things you can say when talking to parents. We'll also help you upskill and refine your interpersonal abilities, and you'll be provided all the support and personal feedback you need to settle in as you work alongside our sales, billing, and tutoring teams. And because this role is a first of its kind at Contour, as we grow, you’ll see doors opening for further career progression, like hiring your own team members, and moving into more senior leadership roles as we continue to expand!

As our first official Program Success 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.

• Weekdays (Monday to Friday) - 4:00 PM to 9:00 PM
• Saturday - 10:00 AM to 8:30 PM
• Sunday - 10:00 AM to 8:00 PM

NOTE: The work is full-time (or part-time) from the above hours (so not necessarily all the hours!). Flexible schedule options are available, just let us know!

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

• 📜 Completed the VCE and Performed Well
• 🎓 Bachelor's Degree (or currently studying) in Commerce/Business/Management/Marketing/Communications or a related field
• 🕒 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.

• ☃️ 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!)

Benefits

• Satisfying and fulfilling work helping students succeed (it feels good when you help students make the most of their time at Contour, and ultimately do good!).
• Satisfying and fulfilling work keeping parents informed of their child's progress (every parent wants the best for their child, and you're the one keeping them in the loop about theirs!).
• Primary focus is on providing an excellent student and parent experience (and maximising their success!).
• Competitive benefits and pay, that recognise your pivotal role in customer success at Contour.
• As we grow, so do your opportunities - envision a path that can lead to leadership roles within a dynamic start-up.
• Personalised mentorship and training, dedicated to refining your customer success and people management expertise.
• Work where creativity meets strategy - in a non-corporate setting, where you can directly influencing the company’s innovative edge.
• Join an environment where team success is celebrated, while simultaneously boosting your public speaking, leadership, and collaboration skills.

By joining Contour, you won't be taking on just-another-customer-success-role. This is a calling for someone dedicated to building lasting relationships, and supporting students and their parents in their education journeys! If you're people oriented and passionate about education, we want to hear from you - apply now, and embrace an opportunity to make a lasting difference in a growing company, and in an industry ripe for innovation!