CX Automation

ALOHAS is more than a fashion brand : it’s a responsible shopping experience and an opportunity to take part in the fight against overproduction in the fashion industry.

Working at ALOHAS means being part of the innovation and growth of a Spanish start-up with a young, creative, and proactive team, where communication flows and energy levels are high. It’s a demanding environment, but extremely rewarding, and we take pride in learning from one another and strive to make sustainability a way of life beyond the workplace.

We’re passionate about what we do, and that passion shines through in our work.

THE ROLE

As our CX Automation & AI Lead , you are the technical architect of how ALOHAS' customer experience scales without growing headcount . You report to our Head of Customer Service and you build the systems, flows, and AI agents that let a 9-person team handle 2–3x ticket volume without losing quality.

You design how AI agents, humans, and channels work together — where AI handles autonomously, where humans stay in the loop, and how every handover preserves customer context.

This is not a Team Lead role. It's the technical specialist seat the function doesn't have today.

YOUR CHALLENGE

• Architect and build ALOHAS' automated CX model — deflection flows, AI agents for repetitive tickets, smart escalation to humans where it matters.

• Design human-in-the-loop processes: AI does the work, humans review and approve at the points that matter (refunds, brand-sensitive responses, complex escalations). Know when AI decides and when it doesn't.

• Build multi-agent workflows with clean handovers — specialist agents routing to each other and to humans without losing context, state, or customer history.

• Architect omnichannel coherence — unified customer state and consistent voice across email, chat, WhatsApp, and Instagram. The same customer should never have to repeat themselves across channels.

• Design the data spine between Shopify, Odoo, and Gorgias so the system has what it needs to respond well.

• Bring in technologies we don't currently use. The leverage isn't in optimising the existing stack — it's in building the next one.

• Keep the knowledge base optimised so AI answers in ALOHAS' voice and reflects current operational reality.

• Audit AI logic regularly and measure what matters: containment rate, cost-per-contact, CSAT per flow, handover quality.

• Identify friction in the customer journey and fix it at the system level, not ticket by ticket.

• Work hand-in-hand with our IT, Data, and PMO teams. Customer experience is not an island — what you build needs to plug into ALOHAS' broader operations stack and into the AI OS we're standing up at company level.

• Provide cover for the Head of CS when she's out (continuity, not day-to-day people leadership).

YOU WILL ROCK AT THIS ROLE IF YOU HAVE...

• A technical background (engineering, computer science, telecoms, maths, physics) — or 3+ years in a technical department (development, IT, technical support, platform) — or 3+ years in a process improvement department (process excellence, continuous improvement, operations with real process ownership) — or 3+ years in business/operational excellence (transformation, BPM).

• Real operational experience with consequences: SLAs to hit, real volume, a system that broke and you had to fix it. Not showcase projects or course certificates.

• Hands-on experience automating a business process — returns, exchanges, orders, refunds, delivery incidents — not an industrial/manufacturing line. If you've automated a customer-facing or operations process before, even without "AI" in your job title, this is you.

• Hands-on experience with applied LLMs in production — direct API integration, prompt engineering, retrieval, agentic workflows. You've built things, not just used ChatGPT.

• Systems thinking: AI→human handovers, multi-agent orchestration, omnichannel state — you think one customer across email/chat/WhatsApp/Instagram, not four silos.

• Product mindset applied to operations (flows, metrics, hypotheses, iteration), with the ability to scope and ship cross-functional