CX Automation & AI Lead

ALOHAS; Barcelona; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible Working Hours

Summer Hours

Home Office Setup

A Culture of Freedom, Responsibility &

Mental Health Support

Exclusive Discounts

Office Life in Barcelona

Job summary

ALOHAS is seeking a CX Automation & AI Lead to design, build and run systems that scale customer experience without increasing headcount. You’ll decide where AI acts autonomously and where humans approve, keeping customer context across channels.

This hands-on role covers deflection flows, AI agents for repetitive tickets, and smart handovers. You’ll integrate Shopify, Odoo and Gorgias data layers to improve containment, cost per contact and CSAT while collaborating with IT, Data and PMO teams.

Qualifications

• Built automation inside a company for real customers or users.
• Technical background in engineering, CS, telecoms, maths or physics, or 3+ years building software.
• Real code experience with Python or TypeScript, REST APIs and SQL.
• Production cloud deployment (GCP, AWS or Azure) knowledge and experience.
• Applied LLMs in production with prompt design and agent workflows.
• Systems thinking: AI-to-human handovers and omnichannel state.
• Product mindset: flows, metrics, hypotheses and iterative shipping without a manager between teams.

Responsibilities

• Build ALOHAS' automated CX model with deflection flows and AI agents for repetitive tickets.
• Design human-in-the-loop processes where humans approve critical actions.
• Create multi-agent workflows with clean handovers and shared context.
• Unify customer history across email, chat, WhatsApp and Instagram.
• Bridge data between Shopify, Odoo and Gorgias for source-of-truth responses.

Skills

Automation

Python/TypeScript

Cloud deployment

LLMs in production

Systems thinking

Product mindset

Education

Bachelor's degree or equivalent (CS/Engineering)

Tools

Gorgias

Shopify

Odoo

Job description

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.