Customer Support Specialist – AU Shift

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 23%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 64 days.
• No salary listed.

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Contour Education

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

📚 Education

👥 B2C

Education • B2C

Contour Education is a prominent tutoring center in Victoria, specializing in VCE tutoring for high school students. The company offers a comprehensive ecosystem of tutoring, resources, and support that includes small-group classes, practice workshops, and 24/7 individual support, aimed at helping students excel in their exams and assessments. With campuses in Victorian locations such as Glen Waverley, Melbourne City, and Box Hill, as well as online options, Contour Education provides personalized attention, engaging teaching methods, and extensive resources to empower students in their academic journey. The company places a strong emphasis on developing students' understanding and practice skills, offering a holistic education experience.

📋 Description

• Lead the Support team serving students and parents through email, live chat and phone • Report to the Customer Support Manager • Work the queue daily and personally handle the hardest cases and escalations • Keep inbox and chat moving and response times within agreed limits • Train, onboard, shadow and coach support agents • Review agent replies and calls and provide actionable same-day feedback • Score samples of replies and calls against quality standards • Identify recurring mistakes and fix them through coaching, macros or knowledge-base improvements • Write and maintain macros, SOPs and help-centre pages • Set up ticket routing, tagging, auto-replies and HubSpot workflows • Test and improve chatbots and AI agents that draft, summarise or answer common questions • Ensure human review of cases that automation cannot solve • Track automation accuracy, errors and weekly time savings • Take calls as the phone service launches and build call guides with the Manager • Coach agents through their first live calls • Handover payment cases to the Payments coordinator and academic questions to Academics with complete records • End each shift with actionable notes for the Australia team • Share daily snapshots of queue status, response times and quality per agent • Propose and implement better tools for manual processes

🎯 Requirements

• 2–4 years in customer support as your main line of work • Hundreds of customer cases handled personally via email, chat or phone, including angry or emotional cases • Experience training or coaching agents and improving their quality or speed • Authored a macro, SOP, help article or quality checklist still used by the team • Personally set up an automation such as a ticket workflow, chatbot, AI agent or no-code pipeline that reduced manual work • Strong knowledge of a ticketing tool such as HubSpot, Freshdesk, Zendesk, Intercom or similar, including views, rules and workflows • Experience keeping a shift or queue covered when the lead or manager was away • Excellent spoken and written English, clear and easy for an Australian parent to follow • Strong comprehension of Australian, UK and other international accents at natural speed • Composure during difficult calls • Australian cultural fluency, including casual phrasing, first-name rapport and directness • Experience on an Australian process in voice, chat or email is advantageous; UK or New Zealand process experience also counts • Hands-on experience with AI agents or LLM tools for support is nice to have • EdTech or education background is nice to have • IELTS, PTE or Cambridge C1 Advanced is helpful but not required • Phone support alongside chat and email is nice to have

🏖️ Benefits

• Fully remote, anywhere in India • Comfortable working across the India and Australia time difference • Competitive compensation benchmarked to the role and experience • Open discussion of compensation early in the process

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