Senior Customer Support Representative
Core
Handle escalated customer support cases for a high-growth Australian education platform, resolving complex inquiries via phone, email, and messaging while improving support processes.
Role type
Senior Customer Support Representative (Escalations & Process Improvement)
Builds
Customer support experience and process improvements for Contour Education, Medprep, and TestPrep brands
Domain
Education / Customer Support
Deliverable
client delivery
Required skills
Escalation management, complex case resolution, triage, process improvement, written communication, phone communication, CRM usage, Australian education system knowledge
Preferred skills
HubSpot proficiency, AI tool usage, shift flexibility
Technologies
HubSpot, AI tools
Responsibilities
Handle escalated calls and complex cases from frustrated families, resolve transactional requests across live calls and messaging, triage and track open items for other teams, identify gaps in support processes and propose fixes, log all interactions to family records
Seniority
Senior, hands-on IC
