SUMMARY

This is a remote position.

Customer Support Executive (International Voice and Chat)

Remote (India) Full-time

Could you settle a worried parent's question on the phone or in writing, so they never need to follow up?

On a typical day you might take support calls from parents as the morning begins in Melbourne, answer live-chat and WhatsApp messages after lunch, and introduce a family that is ready to sign up to an adviser before 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 500 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. For many families, the first voice they hear from Contour will be yours.

About This Role

You help everyone who contacts Contour by phone, email, live chat, WhatsApp and SMS, across Sales, Student Support, Program Consulting (where families get advice on which course suits their child) and Billing. The phone line is new and opens in stages, starting with support calls. The team works a seven-day roster covering Australian business hours, evenings and weekends, which means early starts in India, with phone and written work scheduled in separate blocks.





You report to the Customer Support Manager, who sets the targets and the quality bar and takes the cases that need a senior call. Families who want guidance on a course or are ready to enrol go to the enrolment advisers, and you hand them over warmly. Everything else is yours: every call and conversation you pick up, the next steps, and getting it right first time.

Two things separate a strong hire here from a competent one. First, you sound like the best person on the team, on the phone and on the page: clear, kind and exact, whether the parent is asking about a price or upset about a mistake. Second, you finish what you start. A call or a conversation stays yours until it is resolved, and you follow up without being chased.

You join about 12 colleagues, set to grow to about 25, with a path to a senior role as headcount grows. Contour is scaling and hires for the long term: the scope of this seat grows with the platform, and what you deliver decides how quick.

An unanswered call leaves a family deciding without us, and a careless answer makes them doubt what else Contour tells them.

Where the work lives

- Phone: calm, clear calls that settle the question on the line, with a note on the record before the next one.

- Email: full, careful responses that close the matter in one go.

- Live chat: quick, accurate help while the person is still on the page.

- WhatsApp and SMS: short messages that still sound like Contour, never like a template.

- HubSpot: the inboxes, call logs, contact records and full thread histories.

- Stripe: where payments run. They sync into HubSpot, but when a charge looks wrong you check Stripe directly and work out what happened.

What You Will Do

- Keep the queue moving: Pick up calls promptly, respond within the target agreed for each inbox (the SLA), and finish the shift with nothing outstanding.

- Check before you reply: Look up the learner, the class and the account beforehand, so nobody has to explain twice.

- Learn the product: Build a working knowledge of Contour's courses and pricing, so what you tell people is accurate and supports their decision.

- Pass on enrolments warmly: When someone is weighing up options or ready to commit,



connect them with an enrolment adviser and note what they asked.

- Make the templates personal: Start from the call guides and saved replies (macros), adapt them to the person, and suggest a better version when one keeps needing edits.

- Raise the pattern: When the same question keeps arriving, tell the manager, so it becomes a guide, a macro or an automation instead of more calls.

- Escalate cleanly: Pass complaints, account errors and sensitive cases up with the context written down, so the story is never told twice.

- Use the QA feedback: Calls and replies are reviewed against the bar; act on what comes back, and ask for more.

If a better tool exists for something we are doing manually, make the case and we will back it.

Requirements

What You Need

We weigh what you have built and run more than the years on your CV. You should be able to point to:

- A queue you looked after: calls, tickets or enquiries you followed through to resolution, in a job, an internship or a volunteer role.

- A call that went well because of you: an upset or confused caller you calmed, and how it ended.

- Writing that someone relied on: customer replies, guides or content where a mistake would have cost something.

- A problem you noticed and raised, and what changed because you did.

- A thank-you from a customer, or a review that named you.

- A new tool you picked up quickly: a helpdesk, a CRM, a phone system or anything similar.

- Spoken English an Australian parent follows easily, an ear for Australian accents and pace, and writing that reads as warm and exact.

If you have delivered these, or can show us how you would here, apply. If you enjoy doing the work yourself, this seat will suit you; if your recent years have mostly been signing off other people's work, it may feel small.

Nice to Have

- EdTech or education experience.

- Support for customers outside India; international voice or blended support counts.

- HubSpot or Stripe, or a similar CRM or payments tool.

What Good Looks Like

- Answered once: people rarely need to come back about the same thing.

- Nothing waits: you sign off with no call to return and no message unanswered.

Advantages

Fully remote, anywhere in India, and comfortable working across the India and Australia time difference. Compensation is competitive and benchmarked to the role and your experience; we discuss it openly early in the process.

Ready to give every Contour family a clear answer, on the phone and in writing? Apply.

📌 Customer Support Executive (International Voice and Chat) (Bengaluru)
🏢 Contour Education
📍 Bengaluru