Customer Support Specialist – AU Shift
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Job Description
Customer Support Specialist leading email, chat and phone support for Contour’s education brands. Coaching agents and automating repetitive student and parent inquiries.
Responsibilities:
- 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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