Team: Operations Engineering ·
Type: Full time ·
Location: Remote
Reports to: Lead Developer (partners closely with the Head of Operations)
Owns: The Ticketing & Customer-Support AI platform
We run a high-volume, AI-powered customer operations platform built entirely in-house — a full Zendesk/Gorgias-class ticketing system with an AI customer-support agent layered on top. It handles conversations across email, SMS, voice, WhatsApp and live chat, threads and routes them, drafts AI responses for human approval, and measures satisfaction afterwards.

Today one person covers it. We're hiring the person who will own it end to end.

Here's the important part: we build with AI, not by hand. This is an AI-assisted development role. You'll direct agentic AI coding tools to make changes, then read, test and verify what they produce. The day-to-day is far more about clear thinking, good instructions and careful review than about typing code yourself. If you can describe exactly what needs to happen, spot when the AI got it subtly wrong, and keep a live system healthy,



this role is for you — regardless of how many lines of code you personally write.

This is not a bounded "work a ticket queue" job. You will own one of the largest and most business-critical systems we run, and you'll be measured on business outcomes, not commits.

You'll take over from our current owner through a structured handoff: routing rules and SLA triggers, the AI classification model and its training data, and a minimum two-week pair-working ramp. The mandate afterwards is clear — keep the platform reliable, and push more of the support workload onto AI.
How we work
• AI writes the code; you drive it. We use agentic AI development tools (Claude Code and similar). Your leverage comes from breaking down what needs to happen, prompting well, and reviewing the result — not from hand-writing the implementation.
• Ownership over implementation. We value systems thinking, operational understanding and business

📌 AI Operations Engineer (India)
🏢 CR Fence & Rail
📍 India