Remote AI Automation Lead for Customer Ops

Contour Education

Polska

Hybrid

PLN 16,000 - 29,000

Full time

14 days+

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Job summary

Contour Education is seeking an AI and automation leader to build an automation layer for six inboxes including Sales, Student Experience, Service, Billing, Program Consulting and Academic Operations. You will design a scalable system that handles routine volume with AI and handoffs to humans where necessary.

You will document decision frameworks, own tooling choices on HubSpot and integrations, and track deflection and resolution metrics.

Qualifications

Experience building AI-powered automation for high-volume inboxes.
Ability to design scalable knowledge bases that AI agents can rely on.
Hands-on with CRM automation and tools like HubSpot or similar systems.
Proven ability to measure and improve deflection and resolution metrics.

Responsibilities

Build the automation layer for six inboxes (Sales, Student Experience, Service, Billing, Program Consulting, Academic Operations) with text channels first and voice later.
Develop and maintain the knowledge base that powers AI responses, including decision frameworks and escalation logic.
Own tooling decisions for automation and integration within HubSpot and compatible tools.
Create dashboards to track deflection rate, AI resolution rate, cost per interaction, and response times.
Coordinate human–AI handoffs and, if desired, manage the automation team around the system.