Student Experience Team Leader

Who are we

We empower students and their studies by providing an ecosystem of highly effective tutoring, resources and support. We run weekly small-group tutoring sessions at our in-person campuses, presented by young and experienced tutors that teach in a simple, intuitive and engaging way. We also supplement these sessions with weekly workshops, complimentary 1-on-1 support and a learning portal with a comprehensive suite of resources and practice material to help students master their subjects.

Over 8,000 students and 250+ team members have joined Contour Education since our founding in the beginning of 2020. Our growth is a testament to our dedication in providing ALL our students and parents with a premium learning experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their personal goals, and achieve success in their school assessments and exams. We've been listed three years in a row as one of the Fastest Growing Startups by the Australian Financial Review, and we're continuing to multiply year over year!

It's our vision to reshape education, one student at a time.

What you'll do

1 - Team Leadership & Student Support

• Lead the Student Experience Coordinators in providing proactive, personalised support to students, helping them stay motivated and engaged in their learning.
• Regularly check in with team members, offering guidance and feedback on student engagement techniques and progress tracking.
• Identify areas for team development and arrange training sessions that strengthen the team’s ability to encourage and guide students effectively.

2 - Student Progress & Engagement

• Oversee the tracking of student progress, making sure updates are accurate and readily available to students, parents, and tutors.
• Ensure regular check-ins with students to discuss their goals, address challenges, and celebrate successes.
• Take ownership of escalated concerns or issues, working with students and families to find solutions that keep them engaged and supported.
• Ensure students and parents are fully aware of all offerings at Contour, enabling them to gain access to our unique range of services, tools and resources.

3 - Process Improvement & Student Experience

• Continuously review and improve the team’s processes for tracking and reporting on student progress, focusing on making the experience simple and encouraging for students.
• Collaborate with the Tutoring and Customer Service teams to ensure consistency in student experience and ensure information flows smoothly across departments.
• Collect and review feedback from students and parents, implementing adjustments to enhance the overall student experience.

Skill Requirements

🙏 Honesty and Integrity
👨‍🏫 Passion for Leaders, Team and Customer Experience
💞 High Level of Empathy
🔥 Energy and Enthusiasm
🗣️ Excellent Communication Skills
💪 Independence & Proactiveness
🤝 Willing to Listen, Learn & Lead
🧠 Intelligence & Creativity

Academic Requirements

⭐ Completed the VCE and performed well.
🕒 Leadership Experience in Customer Service, Education Sector, Retail or Hospitality
🏆 Academic Awards in Maths/English/Writing

NOTE: These are not hard-fast academic requirements; however, they are favourable to your application.

Personal Requirements

🔮 Long-Term Mindset & Vision (if you're selected, we'd like you to come for the ride as we grow as a brand!)
🕒 Customer Service Experience for Eligibility (e.g. if you haven't done Maths tutoring, it'll be hard!)
🤫 Sign an NDA (e.g. can't distribute our resources/company info to others)
⏳ Ability to Commit to full-time hours (38 hours over 5 days, including some weekends)
🚗 Travel to Glen Waverley. with flexibility to work from home
💖 Genuine Desire to connect with Students and Parents (e.g. your primary motivation is to help students achieve their potential, like us!)

Benefits

• Competitive benefits and pay, that recognise your pivotal role in Student Experience at Contour
• A chance to shape careers and culture, fostering a thriving environment where students and team can excel
• As we grow, so do your opportunities - envision a path that can lead to new roles within a dynamic start-up
• Personalised mentorship and training, dedicated to building your leadership experience
• Work where creativity meets strategy - in a non-corporate setting where you can directly influence the company's innovative edge.
• Join an environment where team success is celebrated, while simultaneously boosting your public speaking, team work and collaboration skills

By joining Contour Education, you won't be taking on just any other customer-facing role; instead, you'll be embracing an opportunity to make a lasting difference in a growing company, and in an industry ripe for innovation.