Customer Support Specialist (AU Shift)
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- India
- Work type
- Remote
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Job Description
This is a remote position.
Customer Support Specialist (AU Shift)
Remote (India) | Full-time | Voice and text support: calls, email and live chat
Also searched as: Senior Customer Support Specialist (AU Process), Support Team Lead, Customer Experience Team Lead, Student Support Lead, Customer Support Automation Specialist, AU Process, International Voice Process (Australia), Customer Support Executive (AU shift)
Could you be the best person on a support team, on the phone and in writing, make everyone around you better, and build the automations that take the repetitive work off their plate?
On a typical day you might clear the night's escalations before the shift settles in, sit with a new agent to rewrite a reply to an upset parent, test an AI agent that drafts first replies to the ten most common questions, and walk the Melbourne team through unresolved cases at 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 600] 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. This one decides how fast and how well a family gets an answer when they write or call Contour.
About This Role
You lead the Support team that students and parents reach when they write to Contour by email or live chat, and soon by phone. You report to the Customer Support Manager. This is a voice and text role: written support today, and calls as the phone line opens in stages, so you need to be as strong on a call as you are in an email.
This is a lead who still works the queue. You take the hardest cases yourself, and you spend the rest of your time making the team faster and better: training, reviewing replies, coaching on the spot, and building the macros, workflows and AI tools that answer the simple questions so people can focus on the hard ones. Payment cases go to the Payments coordinator, refund policy stays with Finance, and academic decisions stay with the Academics team. Everything about how the Support team answers is yours.
Two things separate a strong hire here from a competent one. First, you raise the team, not just your own numbers: a week after you coach someone, their replies read differently. Second, you are tech-forward: when you see the same question fifty times, your first thought is how to automate the answer, not how to type it faster.
Communication is a requirement for this role, not a preference. You will speak with parents and students in Australia every day, and coach agents who do the same. That calls for excellent spoken and written English, a confident and composed manner on the phone, and strong comprehension of Australian and other international accents at natural speed, along with comfort with how Australians talk: first names, casual phrasing, directness, and knowing when to slow down. We are not looking for an Australian accent; we are looking for English an Australian parent understands on the first listen. Your spoken English is assessed through a standard English test and a live call early in the process.
We want a player-coach who leads by example, not someone who only directs. You will be on the queue every day, more in busy weeks, and on the phones from the first day they open. Contour is scaling and hires for the long term: as the phones go live, automation takes on more of the queue and the team grows, the scope of this seat grows with it.
A reply that arrives late, or says something different from the last one, leaves a family unsure whether Contour has their child's back.
Where the Work Lives
- HubSpot: the inboxes, tickets and records, where each conversation is logged so the next person, in India or Australia, sees it.
- The phone system: being set up now and connected to HubSpot, so calls, recordings and callbacks sit on the family's record.
- Automation and AI: HubSpot workflows, chatbots, AI agents such as OpenClaw (formerly Clawdbot), and no-code tools such as Zapier, Make or n8n, which you help set up and improve.
What You Will Do
- Run the shift: Keep the inbox and chat moving, take the escalations and the cases nobody wants, and keep response times inside the agreed limits.
- Train and coach: Onboard new agents, shadow them, review their replies and calls every week, and give feedback they can use the same day.
- Hold the quality bar: Score a sample of replies and calls against the standard, find the repeat mistakes and fix them at the source, whether that is a person, a macro or a missing article.
- Build the knowledge base: Write and keep current the macros, SOPs and help-centre pages, so a new agent gives the same answer you would.
- Automate the support pipeline: Set up ticket routing, tagging, auto-replies and HubSpot workflows; test chatbots and AI agents that draft, summarise or answer common questions; and keep a person on every case the bot can't solve.
- Measure what automation does: Track how many questions the bot answers correctly, where it gets things wrong, and what it saves the team each week.
- Help open the phones: Take calls from the first stage, build call guides with the Manager, and coach agents through their first live calls.
- Hand over cleanly: Pass payment cases to the Payments coordinator and academic questions to Academics with the record complete, and end each shift with notes Australia can act on without asking.
- Keep the numbers honest: Share a daily snapshot of the queue, response times and quality per agent, so problems show up before they become complaints.
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. We expect 2–4 years in customer support as your main line of work, not a stop on the way to something else. You should be able to point to:
- Hundreds of customer cases you handled yourself on email, chat or phone, including angry or emotional ones.
- Agents you trained or coached, and how their quality or speed changed afterwards.
- A macro, SOP, help article or quality checklist you wrote that the team still uses.
- An automation you set up yourself: a ticket workflow, a chatbot, an AI agent or a no-code pipeline that took manual work off the team, with what it saved.
- A ticketing tool you know well (HubSpot, Freshdesk, Zendesk, Intercom or similar), including the views, rules and workflows behind it.
- A shift or queue you kept covered when the lead or manager was away.
- Excellent spoken and written English (essential): clear, confident and easy for an Australian parent to follow on the first listen, with strong comprehension of Australian, UK and other international accents at natural speed, and the composure to stay calm and in control on a difficult call.
- Australian cultural fluency: comfort with casual Aussie phrasing, first-name rapport and directness, and knowing when to slow down for a worried parent.
- Experience on an Australian process (voice, chat or email) is a strong advantage; UK or New Zealand processes count too.
If you have delivered these, or can show us how you would here, apply. If you enjoy solving customer problems yourself and building the tools that solve them faster, this seat will suit you; if you mainly want to manage people who do, it may feel small.
Nice to Have
- Hands-on time with AI agents or LLM tools (OpenClaw, ChatGPT, Claude or similar) for support, beyond using them as a chat window.
- EdTech or education background.
- IELTS, PTE or Cambridge C1 Advanced: helpful, not required.
- Phone support alongside chat and email.
What Good Looks Like
- A team that answers like you: quality scores rise across the team, not just for a few agents.
- Times inside the limits: first-response and resolution times hold every week, including busy ones.
- Automation that earns its place: the most common questions are answered or drafted automatically, correctly, and the team spends its time on the cases that need a person.
- Phones live: agents take calls confidently, and every call sits on the family's record in HubSpot.
Benefits
Fully remote, anywhere in India, and comfortable working across the India and Australia time difference. Shifts follow Australian business hours [to confirm]: 9am to 5pm Melbourne time is 3:30am to 11:30am IST during Australian daylight saving (October to April), and 4:30am to 12:30pm IST the rest of the year. Compensation is competitive and benchmarked to the role and your experience; we discuss it openly early in the process.
Ready to lead a support team from the queue, and automate the work that slows it down? Apply.
