Student Operations Executive

Job Description This is a remote position. Student Operations Executive, India Remote (India) | Full-Time Also searched as: Customer Operations Executive, Customer Support Executive, Customer Care Executive, Billing Operations Executive, Student Support Executive When a parent writes in worried about a payment or an enrolment, do you want to be the person who actually resolves it, accurately, warmly, and on the first reply? On a typical day you might clear the overnight queue with a first response inside fifteen minutes on each one, work a set of refund and credit queries to a clean close, set up a payment plan and update the family's record, and finish the day with your queue at zero. About Contour We started in 2020 with a handful of students and a belief that great education should not be out of reach. Today we operate across three brands with 8,000+ students and 425+ team members: r oughly 100 in India and 325 onshore in Australia. The India team runs publishing, student experience, CRM and technology, operations, and people and culture. You are often the last touchpoint before a family's concern is resolved. Every response you send represents Contour's standard, and it is usually about their money or their child's enrollment. About This Role You work Contour's student and parent queries and get each one actually resolved. This sits in the customer experience block, which spans billing, service, and student experience. Billing is the most built-out discipline, so a lot of the work is auto-debits, refunds, credits, payment plans, subject changes, and un enrollments, but the standard is the same whichever pod you join: the family's concern is handled, not just answered. The one number that matters is Resolution Integrity: the query is resolved for the family, at first attempt. That means three things together, and they are the shape of the job. It is accurate and complete: the right answer, every process step done, nothing left for the family to chase later. It is fast: a human first response inside fifteen minutes, and each query type resolved within its time standard. And it is warm: you acknowledge the concern before the policy, you explain the why and not just the what, and the family feels understood rather than processed. You work across three surfaces, Missive for email, Podium for text, and the Suptask ticket queue, and you clear your queue to zero every day. When something is deeper than it looks, you flag it early with what it needs rather than letting it stall. When something genuinely needs a policy call or an approval, you escalate it to your point of contact with full context. The clear-cut cases you own and close yourself. It is a flat team. You report to your point of contact, who triages and assigns the work and runs the pod day to day, within the CX block. The standard is high and it is explicit: you always know your numbers, they are shared with you every week, and there are no surprises. The targets are firm, but the support to hit them is always there, and flagging a problem early is treated as exactly the right thing to do, not a mark against you. By the end of month three, you work your query types independently, hold your queue at zero, your records and confirmations are clean, and your replies are landing accurate, complete, and warm without needing a second pass. Where the work lives Missive (email) and Podium (text) : the student and parent inboxes, where every conversation gets a fast first response and a clean close. Suptask (the Contour Help Hub) : the ticket queue, triaged, assigned, and worked to resolution. Stripe: invoices, subscriptions, payment plans, refunds, and reconciliation. Getting the money right is the job. Monday.com and HubSpot: student records, enrolment, and access, kept accurate as you action each change. Requirements What You Will Do Give every family a fast first response. A human reply inside fifteen minutes across the inbox, so nobody is left waiting to know they have been heard. Resolve the query fully. Work refunds, credits, payment plans, subject changes, and enrolment queries to a complete, accurate close, with every process step done. Reply with warmth. Acknowledge the concern first, explain the reasoning, and anticipate the next question so the family does not have to ask it. Clear your queue to zero, daily. Keep nothing stale, and flag anything blocked or deeper than it looks to your POC early, with the reason and a timeline. Keep records clean. Update Monday, HubSpot, and Stripe as you action changes, so status, access, and history always match. Own the follow-through. Escalate the policy calls cleanly, chase the ones you are waiting on, and flag recurring issues so they get fixed at the source. What You Need Experience in a support, billing, operations, or customer-facing role handling real volume. Strong freshers considered for the entry track. Strong written English: clear, warm, and correct, for families and for an onshore Australian team. Accuracy by instinct: with money and enrolment, you double-check before you send. Speed with care: you can move fast through a queue without getting sloppy. Comfort with numbers and systems: a CRM and a payments tool do not slow you down. Ownership by default: you clear your queue, then ask for more, and you raise blockers before they become misses. Cross-timezone comfort: your day runs on India hours with overlap into Australian time. Nice to Have Experience with Missive, Podium, Zen desk, Freshdesk, or a similar inbox or ticketing tool. Hands-on with Stripe or another payments or billing platform. Background in education, edtech, fintech, or a student- or customer-facing operation. The Kind of People Who Thrive Here The people who do well here treat a family's problem as their own and are careful with money because they know a wrong number lands on a real family. They are fast without being careless, warm without being scripted, and they would rather flag a problem early than hope it goes unnoticed. They own their queue, ask for more when it is clear, and follow up until a case is actually closed. There is a real path here: the strongest operators grow into leading a pod. What good looks like Resolution on the first try: the family's concern is handled, not just answered. The queue hits zero: first responses inside fifteen minutes, nothing left stale. The money is right: refunds, credits, and plans are accurate, and the records match. Families feel it: a worried parent comes away calm and clear on what happens next. Benefits Fully remote, anywhere in India. Compensation is competitive and bench marked to the role and your experience. We discuss it openly early in the process. Apply with a CV and one paragraph on a time you handled a stream of customer or billing queries under pressure without letting accuracy slip: how you kept it organized, and what you did when something was wrong.