Customer Operations Automation

Customer Operations Automation Lead Remote (India) | Contour Education Also searched as: CX Automation Specialist, AI Solutions Engineer, AI Automation Engineer, Conversational AI Developer, Chatbot Developer, CRM Automation Engineer, AI Implementation Specialist, HubSpot Automation Specialist, Customer Support Automation, AI Automation Consultant, Customer Service AI Specialist We have six customer inboxes handling thousands of student and family queries: email, web forms, tickets, and (later) calls. Today, humans answer every single one. We want an AI and automation layer that handles the routine volume so humans only touch what genuinely needs a human. If you have built customer automation before, even once, and you can show us what you shipped and what it changed, this is for you. Your first task is a real one. Part of our process is showing you our actual billing or service inbox and asking how you would automate it. No abstract case study. The real thing. If that sounds fun rather than annoying, we will get along. Full-time or contract, your call. Come build it and move on, or build it and stay to run it. Tell us what suits you. The Core Skill You look at a wall of repetitive queries and see a system waiting to be built. Specifically, you can: Build a knowledge base an AI agent can actually answer from Configure AI agents, chatbots, and automated routing (we run HubSpot, so Breeze or whatever works best within it) Decide what gets automated, what gets a human, and where the handoff sits Track deflection rates and push them up over time. Years are not the point. As long as you've built and shipped solutions, that's what we care about, not tenure or years of experience. We know AI, inbox automation, and similar capabilities are newer frontiers, so six months of real work in that space counts as much as five claimed years elsewhere. What matters is you have done it, you know why it worked, and you want to do it again at a bigger scale with real ownership. About Contour Australian EdTech company, 8,000+ students across three brands, growing fast. Our customer inbox operation needs to scale without just throwing more people at it. That is the job. What You Will Do Build the automation layer for six inboxes. Sales, Student Experience, Service, Billing, Program Consulting, Academic Operations. Text channels first (email, forms, tickets), voice later. You set up the system that handles routine volume on its own. Build the knowledge base behind it. Every AI response runs on what you document: decision frameworks, edge cases, escalation logic. This is the foundation and you own its quality. Own the tooling decisions. HubSpot is the CRM and it is staying. Breeze, custom workflows, third-party tools on top, or a mix is your call. Best result wins, factoring in setup time and maintenance. Own the numbers. Deflection rate, AI resolution rate, cost per interaction, response time. You build the dashboards and move the numbers every week. Make humans and AI work together. Some queries always need a person. There is a team for that. You make the system run as a whole. Want to manage the team too? Great. Would rather just build? We will structure the team around you. The Stack HubSpot (CRM, Service Hub, Breeze available), HubSpot Emails, Make for cross-system automation, Aircall for voice (later phase), Monday.com and Missive as interim tools transitioning into HubSpot, Stripe behind billing. You do not need all of these. You need to be the kind of person who picks up a new tool in a week. And the stack is a starting point: HubSpot as the CRM is fixed, everything else is open. Know a better tool? Bring it. If the cost and maintenance make sense, we will try it. Requirements How We Work Independent, inside frameworks. You make calls and move fast, within guardrails we set together. Obsessed with metrics. We bring numbers, not vibes, to every conversation and let the data drive the decision. We love the mess. Half-built environment, knowledge in people's heads, systems mid-migration. You walk in and bring the order. What Else We Look For You are an operator. Relentlessly resourceful with your own time. Faced with a blank-page knowledge base, you would point AI at our existing emails to pull out our tone and most common answers, then go from there. You use AI to speed up your own work, the same way you use it to run the inbox. You find the shortcut, use the tool, and get there in days, not weeks. You think in systems. Repetitive query, your instinct is to build something that kills it for good. You are hands-on. You write the knowledge base article, fix the chatbot response at 9pm, test the flow yourself. You build and you run. You write sharp English. The AI you build talks to students and families. You set the standard for how it sounds. Helpful, Not Required HubSpot (especially Service Hub or Breeze) EdTech or student-facing ops background Voice/telephony automation (a plus, voice is on the roadmap) Make, Zapier, n8n, or similar Where We Are Flexible Experience length. AI customer ops is new. As long as you've built and shipped solutions, that's what we care about, not tenure or years of experience. We know AI, inbox automation, and similar capabilities are newer frontiers, so six months of real work in that space counts as much as five claimed years elsewhere. Background. Build the system and the team forms around you. People management is welcome, not required. Stack. Any tools, as long as you have built automation that worked. Benefits Your First 90 Days Six inboxes, thousands of queries, all human-handled today. No knowledge base, no automation. By month 3: you have audited the volume, built the knowledge base, and automated the highest-volume routine queries on the text channels, with deflection numbers you are tracking and improving. Voice after that. How you get there is yours to define. Compensation & Engagement Senior technical compensation, with real flexibility for an exceptional builder. We pay well for someone who can genuinely ship this. Whether you want a salary or a contract day rate, we will work with what suits you. Specifics shared early in the process. Working Hours Fully remote, anywhere in India. Roughly 10am-7pm IST core, with a couple of weekly syncs with our Australian team. Contour Education is an equal opportunity employer. We welcome applicants from across India regardless of location, background, or educational institution.