CX Automation

As our CX Automation & AI Lead,you design, build and run the systems that let ALOHAS' customer experience scale without growing headcount. You report to our Head of Customer Service and work with a 9-person team that needs to handle 2–3x today's ticket volume without losing quality.

You decide where AI acts on its own, where a person approves, and how every handover keeps the customer's context. You own what you ship: it runs in production, you watch it and you fix it.

This is a hands-on technical role, not a team lead role.

YOUR CHALLENGE

• Build ALOHAS' automated CX model: deflection flows, AI agents for repetitive tickets and smart escalation to humans where it matters.
• Design human-in-the-loop processes: AI does the work, people approve at the points that matter (refunds, brand-sensitive replies, complex escalations).
• Build multi-agent workflows with clean handovers that keep context, state and customer history.
• One customer across email, chat, WhatsApp and Instagram: shared state and one consistent voice.
• Build the data layer between Shopify, Odoo and Gorgias, so agents answer from the source of truth.
• Keep quality high: knowledge base, evaluation, and the numbers that matter (containment rate, cost per contact, CSAT per flow, handover quality).
• Fix friction in the customer journey at system level, not ticket by ticket.
• Work with our IT, Data and PMO teams, and plug into the AI OS we are building at company level.

WHAT ARE WE LOOKING FOR

• Built automation inside a company, for real customers or users. Your main experience comes from working for an employer or for clients, not only from your own projects or business.
• A technical background: engineering, computer science, telecoms, maths or physics, or 3+ years building software or automating business processes (process excellence, operations with real process ownership).
• Real code, not only visual tools. Python or TypeScript, REST APIs and webhooks, SQL. Ideally, you were already automating before the current AI wave.
• Deployed in production in the cloud (GCP, AWS or Azure): you can explain where it ran, what triggered it and how you knew when it failed.
• Real consequences: SLAs, real volume, a system that broke and that you fixed. Not showcase projects or course certificates.
• Applied LLMs in production: direct API integration, prompt design, retrieval, evaluation, and agentic workflows with human approval.
• Systems thinking: AI-to-human handovers, multi-agent orchestration, omnichannel state.
• Product mindset: flows, metrics, hypotheses and iteration, shipping with engineering, data and ops without a manager in between.

NICE TO HAVE

• Experience in customer service or e-commerce operations.
• Hands-on with Gorgias (or Zendesk), Shopify or Odoo.
• Vector databases, MCP (Model Context Protocol), LLM evaluation and observability.
• Something we can see: a repository, a write-up or an architecture diagram.

BENEFITS

• Flexible Working Hours: Adapt your schedule to your lifestyle. We trust you to get the job done.
• Summer Hours (July & August): An intensive workday schedule so you can make the most of your summer.
• Home Office Setup: Laptop + essential peripherals (keyboard, mouse, monitor).
• A Culture of Freedom, Responsibility & Trust: We believe in autonomy, accountability, and mutual respect.
• Mental Health Support: Team wellbeing initiatives and two paid “disconnect days” a year.
• Exclusive Discounts: Up to 70% off our products, for your family and friends too.
• Office Life in Barcelona: Located in Gràcia, stocked with coffee and fresh fruit.