CX Automation & AI Lead

ALOHAS; Barcelona; Híbrido; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hours

Hybrid work

Summer hours

Mental health support

Exclusive product discounts

Home office setup

Team events in Barcelona

Descripción de la vacante

ALOHAS is seeking a CX Automation & AI Lead to scale customer experience with no headcount growth. You will architect the automated CX model, define deflection flows, AI agents, and human-in-the-loop processes ensuring context is preserved across channels.

Based in Barcelona or willing to relocate, you will collaborate with IT, Data, and PMO to integrate Shopify, Odoo, and Gorgias, build multi-agent workflows, and measure containment rate, cost per contact, and CSAT.

Formación

• Hands-on experience automating customer-facing or operations processes with real impact.
• Experience with AI/LLMs in production and API integration.
• Ability to ship cross-functional projects without a manager.
• Comfort with omnichannel state and multi-agent orchestration.

Responsabilidades

• Architect scalable CX automation models and deflection flows.
• Design human-in-the-loop processes and escalation points.
• Build multi-agent workflows with clean handovers preserving context.
• Ensure omnichannel coherence across email, chat, WhatsApp, Instagram.
• Collaborate with IT, Data, and PMO to integrate with core stack.
• Provide coverage for Head of CS when needed.

Conocimientos

Automation experience in CX

Applied LLMs in production

Systems thinking

Product mindset

DTC stack familiarity

Educación

Engineering/CS background

Herramientas

Gorgias

Shopify

Odoo

n8n

Make

Descripción del empleo

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-functionally with engineering, data and ops — without a manager in between.
• Comfort with the DTC stack: helpdesks (Gorgias preferred), Shopify, Odoo or equivalent, automation tooling (n8n, Make).
• Curiosity to bring in tech we don't have today — vector databases, retrieval, MCP (Model Context Protocol), whatever the role calls for.

Logistics

• Bilingual or near-native Spanish + English.
• Based in Barcelona or willing to relocate. Hybrid role with 2–3 days/week at HQ.
• A portfolio or demonstrable projects of what you've built, alongside real operational background — this is a plus, not a substitute for hands-on experience with real consequences.

Benefits

• A Culture of Freedom, Responsibility & Trust: We believe in autonomy, accountability, and mutual respect.
• Flexible Working Hours: Adapt your schedule to your lifestyle. We trust you to get the job done.
• Hybrid Work Model: Work from home some days and the office on others.
• Summer Hours (July & August): Enjoy an intensive workday schedule so you can make the most of your summer.
• We support family-life balance, parenthood, gender equality, and diversity
• Mental Health Support
  • Team wellbeing initiatives
  • Two paid “disconnect days” a year—take time when you need it most
• Exclusive Discounts — Enjoy up to 70% off our products. Your family and friends benefit too!
• Creative Office Life
  • Located in Gràcia, Barcelona
  • Stocked with coffee and fresh fruit
• Home Office Setup
  • Laptop + essential peripherals (keyboard, mouse, monitor)
• Growth & Happiness
  • Constructive feedback, ongoing learning, and support for your professional journey
• Monthly After-Work Events in Barcelona

Ready to shape the future in a premium fashion brand? Join us and leave your mark

About ALOHAS

Want to know more? Video Presentation

Our website: alohas.com IG: @alohas