at Contour Education
This is a remote position.
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:
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